Verint CX Automation

Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call. We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging

Incentivized

• 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!

Incentivized

• As someone who learned WFM and Verint CX Automation early this year the UI menus (how and where things are broken down) is not intuitive.
• Verint CX Automation can be a great resource but it's difficult to navigate and bookmarked pages get moved. For example the "What's New" page and corresponding Coming Soon in WFM and behavior changes pages have been moved twice in the last few months alone.
• The security privileges are also not very user friendly. When trying to trouble shoot what additional access needs ot be given to someone to gain access to a specific feature in the system it's not intuitive.
• Your release notes have changed sections and are not consistently published in the same place for availability. This inhibits our organization from reviewing them in advance and preparing for any changes or bug fixes we were unaware of and to setup our lab for testing.

Incentivized

Based on my personal experience and the experience I have seen and heard from others in the industry. While I cannot disclose specific details on my personal experience, I feel like most who have used it have benefitted from its usability

Incentivized

We have the five9 version of Verint CX Automation which took the place of Business IC Manager. The ease of use and real time coaching capabilities have been instrumental to give immediate coaching and understanding what our customer agents are doing at any given time. The canned reporting and transcription could improve.

• We originally had to add more staff to support our move to Verint CX Automation. The gains we've made by leveraging some of Verint CX Automation's features to automate some of the manual work ours schedulers are doing has only helped to try to balance the increase staffing out.

Incentivized