Verint Automated Quality Management

I like that all the features including the forms to evaluate recorded interactions for call center agents can be reached from a single screen. This tool has been really nice as it also allows to perform real time monitoring on an agent taking a call (Which can be set for video as well). This is great as sometimes you may need to give support not only on call management and procedures, but also on system navigation.

For the time I have used it I have honestly liked this to the point I have no complains. In the company I work in we have used other call audit tools for other clients we had, but with our current client we use this (We have not technically moved from one to the other), but I find Verint much visually appealing than other systems I have used.

The ease of use and the organization of the scheduling.

The slow loading and no way to change my breaks, less features. Plus it looked outdated

I struggle to find anything I like about Verint's AQM product, especially after using other off the shelf solutions.

Everything is overly complicated. Something that would take me 5 minutes in another software will take me an hour in Verint's system. There's also an idea portal where enhancement requests can be submitted, then voted upon by other participants. Every idea I've submitted that's been voted so highly that it's above Verint's "vote threshold" and should be implemented just gets categorized as "unlikely to implement" even though it's clear the general user population wants the same abilities I do.

As a customer specialist, I mainly use the software to track my schedule and adherence as well as view call evaluations. Its' best feature is schedule tracking. Not only am I able to view my personal schedule, but I can also view other representatives' schedules, making meetings easier to arrange. The software also offers different schedule views - an overview as well as a detailed view, which lists locations and color codes for easier tracking. Five minutes before a scheduled break or activity, the system will send an email notification, which makes following my schedule all the easier.

Although the call evaluation interface is clear and readable, navigating the screen can be a little cumbersome. Every time I go to view my evaluations, it asks me to open a new window and re-login. Scrolling through the comments can also be finnicky and sometimes the scrolling will freeze altogether. Other functions, such as scheduling and adherence are located in different places. For a scheduling program, it looks a little dated and isn't the most user-friendly program.