Verint CX Automation

Score8.3 out of 10

16 Reviews and Ratings

What is Verint CX Automation?

Verint CX Automation is a contact center platform designed to lower an organization’s costs while simultaneously elevating its CX.

Categories & Use Cases

Contact Center

Media

Screenshot of an overview of Verint CX Automation

Screenshot of Verint Interaction Wrapup Bot

Screenshot of Verint Knowledge Automation Bot

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Screenshot of an overview of Verint CX Automation

Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4

Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8

Most Frequent Users

Top 1 industries using Verint CX Automation.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Finance and Insurance

100.0%

2 installations of 2

“We use the WFM application for staffing, time off, and scheduling.”

Pros

Strong integration capabilities with existing systems
User-friendly interface for some users
Workforce management capabilities, including forecasting and scheduling

Cons

Implementation challenges requiring additional staffing
Lack of sufficient training expertise

Bill Herr

Product Strategy in Customer Service at Cigna (10,001+ employees)

Use Cases and Deployment Scope

I use Verint CX Automation to reduce advocate burden. I use real time speech to guide advocates during call, wrap up bot to help document call summaries and introduced transfer bot to help both advocate with understanding when a transfer occurs and reduce friction with callers, reducing time to repeat information.

Pros

Insights
In the moment identification
connecting advocate to caller with work assist alerting
Wrap up bot to transfer bot delivery

Cons

Data Insights bot - Lack of data availability
Data Insights bot - Lack of data connectivity - modeling takes time
Data reporting - making data available

Return on Investment

Increased agent documentation 44%
Reduced talk time and hold on transferred calls
Improved CX, through reduction of frustration at beginning of cal

Usability

dennis lee

it manager in Information Technology at bcg (10,001+ employees)

Use Cases and Deployment Scope

we use Verint CX Automation to address many of our business problems. this includes collecting feedback

Pros

data collection
automation

Return on Investment

positive impact is the cost savings it can bring

Usability

Alternatives Considered

Effectory Employee Survey

margaret nelson

application analyst in Customer Service at City of Rochester (5001-10,000 employees)

Use Cases and Deployment Scope

311 call center that uses cm and km pro

Pros

flexibility
extensibility
product support

Cons

faster moving

Return on Investment

agent call time

Usability

Verified User

General Manager in Customer Service (10,001+ employees)

Use Cases and Deployment Scope

We use Verint CX Automation AQM to automatically check how well our agents verify guest information during calls. It helps us catch mistakes, make sure agents follow the right steps, and gives us quick feedback so we can coach and improve performance. This saves time compared to doing it all manually and helps us keep service consistent and accurate.

Pros

AQM
Speech and Text Analytics
Real-Time Agent Guidance

Cons

speech to text transcription
Lack of Real-Time Feedback for Agents
Reporting Limitations

Return on Investment

Improved Accuracy & Consistency
Cost Savings
QA Time Saved

Usability

Verified User

Manager in Customer Service (201-500 employees)

Use Cases and Deployment Scope

We use it to route work to agents. This includes chat, emails and phone calls.

Pros

Their IVA product is great. No-code and best reps.
They document EVERYTHING! There is a ton of knowledge to get info from
The customization is great!

Cons

Knowing who the right experts are (there aren't a ton that know how to make changes to CA).
Submitting tickets is usually unhelpful because the answer is an article that I've already reviewed.
Focus more on empowering the customer on how to use the tools rather than trying to sell new tools

Return on Investment

We were able to decrease our workforce and maintain productivity
Agents love the ability to use the AI Gen responses from KM
I would say the investment hasn't paid off....yet

Usability

Alternatives Considered

Fin by Intercom and Avaya Contact Center Select

Other Software Used

Atlassian Confluence, AWS Chatbot

NiCE CXone Mpower

Five9

Genesys Cloud CX

Verint CX Automation

What is Verint CX Automation?

Categories & Use Cases

Media