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: 8.4
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%

3 installations of 3

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

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

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

Hope Gay View profile

Assoicate Director of CSO Contact Center in Corporate at Sentry Insurance (1001-5000 employees)

Use Cases and Deployment Scope

We use the Cloud based Performance Management within Verint CX Automation for our quality and training teams to automate processes that will eliminate the need for WFM teams to schedule coaching items. We have outlined our own topic selections for quality, training and supervisors to use. This has been very valuable in tracking coaching trends for an individuals, communicating with leaders on progress and concerns of new hires and we are starting to explore elearn paths for kpi results set within Verint CX Automation that are trending for areas of opportunity for a given associate. The freedom to have quality and training managing this through an automated process is giving our senior associates development opportunities and our new hires and CSRs struggling easier ways to turn poor results around. With the onboarding coaching practices we have created for new hires, we have seen an 11% drop in turn over of new hires because of more frequent touchpoints within their first 90 days of onboarding in 2024.

Pros

Performance Management puts your quality and training teams in control of addressing areas of concern quickly
Performance Management allows supervisors to easily monitor the progress of an associate working with an onboarding coach by reviewing the feedback from the coach and associate on each session scheduled.
Performance Management coaching logs give supervisors a strong paper trail to support HR conversations if needed.

Cons

Would love to have more training videos that are easier to link to through help verses having to search for the need within Verint Connect.
Would like to be able to provide more limited access to have more coaches and restrict access to other parts of the system.

Return on Investment

Quality and training program depth continues to grow and empower agents to support development in their career progression.

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

NiCE CXone Mpower

Five9

Genesys Cloud CX

Verint CX Automation

What is Verint CX Automation?

Categories & Use Cases

Media