Verint Quality Management Reviews & Product Details

As I started using Verint QM it made my task easier to monitor and evaluate agent performance. I am so amazed by the interfaces when playing back Audio and screen recording, and I can easily identify areas of improvement. I can also customize the evaluation forms, whose scoring is more consistent and is aligned with our organization's goals. Review collected by and hosted on G2.com.

There are some instances when I am playing back calls, and playback is a bit slow when loading long calls. I also notice that navigating between different evaluations can take extra steps. I need to take some time to get used to all the features, especially if you are a new user. But once you are familiar with it, it will work fine, and it will make your daily tasks easier. Review collected by and hosted on G2.com.

I love that this system is a one stop shop for all contact center needs. In one single solution, you are able to access quality, workforce, speech analytics, reporting, performance management, and so many other business needs. The navigation is also very user friendly. Review collected by and hosted on G2.com.

The admin pieces of Verint are a little clunky and there are several steps that users need to go through. Also, Assignment Manager is not as user friendly as it could be and there is a delay from when changes are made to when they reflect in the system. Review collected by and hosted on G2.com.

Using Verint QM has made my life and the lives of those on my team much easier. It allows us to allocate more time to coaching rather than putting in the sweat equity of searching through calls to find errors. Verint AQM does the hard part, so that the humans can spend their time coaching! Review collected by and hosted on G2.com.

While having many features is a positive, sometimes the uninteded outcome is lower ease of use. There are so many options and so many features, that sometimes it can be overwhelming. I'm looking forward to learning how to better navigate all that Verint can do. Review collected by and hosted on G2.com.

It provides interactive options to connect with our customers, both internally and externally. It also allows us to advance technology, our strategies and business plan with the ever evolving world of automation and customer experience. Review collected by and hosted on G2.com.

I want more ability to have additional parameters or filter option and multiple expression usage. Review collected by and hosted on G2.com.

Provides great features for supervisors. Review collected by and hosted on G2.com.

GUI is a little complex, and should be more user-friendly Review collected by and hosted on G2.com.

The flexibility of being able to see deeper views into customer interactions via the openness if custom data fields,

We extensively use custom data fields for tagging and flagging of interactions either with DPA or post activity SQL scripts. This openness allows us greater insight into customer interactions then canned products Review collected by and hosted on G2.com.

LImited availability to some fields via API Review collected by and hosted on G2.com.

It is a new product to our company and we are still learning the program but we like what we are seeing and really like learning the forms and creating them. Review collected by and hosted on G2.com.

Sometimes the process of creating a form can be lengthy. Review collected by and hosted on G2.com.

It is easy to use and does not require to be a coder. The it runs on 100% of calls. Review collected by and hosted on G2.com.

It is a lot of data and you need a data expert to help pull it all together. Review collected by and hosted on G2.com.

I like that it saves our agents lots of time. It allows them to manage the quality assessments rather than manually conducting them. Review collected by and hosted on G2.com.

Some of the general UI could be easier to navigate and the initial setup took sometime, but once we got used to it and everything in place - it has been working great. Review collected by and hosted on G2.com.

AQM lets us cover more calls and see trends and issues Review collected by and hosted on G2.com.

The phonetics boosting takes a while to implement Review collected by and hosted on G2.com.