I really appreciate the ease of use and the ability of Verint CX Automation to crawl words, which has been a game changer for my staff's knowledge and in helping customers. Knowledge Management is the most popular change among all staff, and my team is still learning the full potential of what we can do with Quality Monitoring. The initial setup was good, and I'm very likely to recommend it. Review collected by and hosted on G2.com.

Training of management users after implementation could be improved. A check-in would be helpful because we don't know what we don't know. We had self-paced training before we had access to the system, which made it clunky for the managers. The IVA rollout has been difficult. Review collected by and hosted on G2.com.

I find that Verint CX Automation's call summary feature is really helpful because it reduces AHT by eliminating the need for agents to type out call notes, creating more uniformity across notes. I also like the entire package that Verint offers since the bundling prices help smaller businesses get into the space. Additionally, I appreciate the robust options available to choose from. Review collected by and hosted on G2.com.

The speed and accuracy of Verint CX Automation are problematic. The bot would lock up and need to be restarted, or there would be a loss of data altogether, which then turns into a manual process that we were trying to eliminate. Also, we ended up going with other solutions for more customizability and APIs to load additional applications that we are currently using. Review collected by and hosted on G2.com.

I appreciate Verint CX Automation for revolutionizing our branch operations. The AI-driven forecasting model in the WFM system matches reality by accounting for our unique branch banking needs, which means we're not overstaffed during lulls or overwhelmed during peak times. It saves me time by handling the heavy lifting of scheduling. The mobile app functionality empowers my team with flexibility, allowing them to swap shifts, request time off, and check schedules efficiently, boosting morale and engagement. I value the dynamic scheduling system that automates mundane tasks, freeing up about 20% of our week to focus on client relationships. Seamless integration with our existing ecosystem gives us a comprehensive 'One Workforce' view without IT issues. Overall, Verint CX Automation enhances accuracy, allows for better ground-level FTE management, and optimizes performance. Review collected by and hosted on G2.com.

More automation in WFM branch is needed. Review collected by and hosted on G2.com.

I use Verint CX Automation for understanding customer needs and love how it allows me to get answers efficiently for customers, which really helps in keeping our agents happy. I appreciate how it increases our Net Promoter Score (NPS) and makes us more efficient. The initial setup was easy, and it's a tool I would definitely recommend strongly to others. Review collected by and hosted on G2.com.

It could be faster. At times, it lags in getting answers. Review collected by and hosted on G2.com.

I use Verint CX Automation for the complete suite from IVA to WFM, and it helps with faster call closure, insight, and workforce allocation. I notice cost savings from reduced Average Handle Time and agent churn. I like that my dyslexic agents feel less stressed and can concentrate better on the customer. This enables me to efficiently identify opportunities and get the right people on board at the right time. The initial setup was very easy, especially with Verint support, and that's a big plus for me. Review collected by and hosted on G2.com.

I would like to see an updated DPA. Modern dev techniques have undermined its ability to trigger accurately - this needs fixing. Review collected by and hosted on G2.com.

I use Verint CX Automation because it automates customer support, assists agents, and improves overall customer experience while reducing costs. I appreciate the AI-powered bots like IVA, Agent Copilot, Quality Bot, and analytical tools. They automate customer interactions, assist agents in real time, and generate actionable insights, making customer support faster, smarter, and more cost-efficient. The initial setup was easy. Review collected by and hosted on G2.com.

It could improve by making AI response more accurate, context aware and easier to customize for different business needs. Review collected by and hosted on G2.com.

I like the ease with which Verint CX Automation can be implemented and understood, especially in terms of the data outputs. The initial setup was easy compared to the value we're getting from the tool. It really helps in automating quality assurance for the contact center, and it effectively identifies the largest areas to focus on for training and coaching. Review collected by and hosted on G2.com.

The out of the box reporting needs to be improved at this time. Review collected by and hosted on G2.com.

I appreciate that Verint CX Automation allows us to evaluate 100% of calls compared to just 1%, which helps us gain quicker access into agent behavior on calls. Review collected by and hosted on G2.com.

The transcription isn't good. Review collected by and hosted on G2.com.

I like the category volume charts in Verint CX Automation, as they allow me to quickly visualize monthly volumes within speech categories, which helps in identifying issues or changes. I also appreciate the interaction exports feature. Review collected by and hosted on G2.com.

The interaction exports are very messy and contain lots of data that isn’t required. I wish there was the ability to select what you want to see on an export. Review collected by and hosted on G2.com.

I use Verint CX Automation for customer insights and surveys, and it definitely provides quicker insights which are crucial. I really like the ease of use and find the process for getting insights to leaders to be quick. The initial setup was simple with a proof of concept. Review collected by and hosted on G2.com.

I think there should be more innovation and quicker with training insights. Review collected by and hosted on G2.com.