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Verint Open CCaaS Platform description
Verint Open CCaaS Platform is a customer experience automation solution designed for contact centers. This AI-powered platform offers a range of features from voice and digital channel automation to workforce management and data analytics. Its open architecture allows for flexible integration with existing systems. Verint emphasizes achieving fast return on investment by streamlining customer interactions, improving agent efficiency, and gathering insights to enhance customer satisfaction and reduce costs.
Who is Verint Open CCaaS Platform best for
Verint Open CCaaS Platform is an AI-powered customer experience automation solution for contact centers. Users praise its real-time coaching, workforce management, and comprehensive features. However, some find the speech transcription accuracy low and the cost high. It's best for medium to large businesses in various industries, especially finance, healthcare, and software/IT, looking to streamline operations and improve customer satisfaction.
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Best fit for medium to large businesses.
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Ideal for Finance, Healthcare, Software/IT, and more.
Verint Open CCaaS Platform features
| Supported Verint Open CCaaS Platform is designed to increase CX automation in contact centers to lower costs and elevate CX. |
| Supported The platform uses AI to drive automation, knowledge management, coaching, and other features. |
| Supported Verint Open CCaaS Platform's open architecture allows flexible integration with existing systems. |
| Supported The platform provides a range of features from voice and digital channel automation to workforce management and data analytics. |
| Supported The platform offers workforce management features. |
| Supported The platform includes data analytics capabilities to gather insights and enhance customer satisfaction. |
| Supported The platform includes features for effortless customer self-service on any channel. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Verint Open CCaaS Platform reviews
We've summarised 318 Verint Open CCaaS Platform reviews (Verint Open CCaaS Platform G2 reviews) and summarised the main points below.
- Real-time coaching and call summaries are helpful for agent feedback and improving AHT.
- Workforce management features are easy to use and integrate with other systems.
- Comprehensive platform with features like speech analytics, knowledge management, and bots.
- User-friendly interface for most features.
- Speech transcription accuracy is often low and requires extensive tuning.
- High cost of deployment, especially for Latin American companies.
- Limited customization options, particularly for reporting and profile fields.
- Integration with older or specific software can be challenging.
Verint Open CCaaS Platform pricing
The commentary is based on 14 reviews from Verint Open CCaaS Platform G2 reviews.
Verint solutions offer robust features but come at a price. Reviews cite high implementation costs, licensing fees, and expensive add-ons as potential drawbacks, particularly for smaller companies or those in specific regions. However, many users feel the return on investment justifies the cost.
Users sentiment
Verint Open CCaaS Platform alternatives
Verint PlatformEasier to use but harder to implement. Lacks industry-specific information compared to Verint Open CCaaS Platform. A Verint Open CCaaS Platform competitor with more positive user reviews.Read more
Microsoft Power PlatformBetter for users comfortable with the Microsoft ecosystem. More user-friendly for citizen developers creating simple applications. Has more momentum in terms of website traffic and employee growth.Read more
Microsoft 365 E5 ComplianceBetter for compliance and data governance in regulated industries. Has more momentum. A strong Verint Open CCaaS Platform competitor for software, IT, and healthcare companies.Read more
Verint Open Cloud PlatformFewer features for workforce optimization and conversation intelligence. Lacks real-time agent coaching. No data on industry fit.Read more
ComplianceBetter for compliance and risk management. Caters to businesses of all sizes. Has broader applicability across various business functions.Read more
Microsoft Azure DevOpsBetter for software development teams. Has more momentum. Geared towards a broader range of industries.Read more
Verint Open CCaaS Platform FAQ
What is Verint Open CCaaS Platform and what does Verint Open CCaaS Platform do?
Verint Open CCaaS Platform is an AI-powered customer experience automation solution for contact centers. It offers voice and digital channel automation, workforce management, and data analytics. The open architecture platform integrates with existing systems to streamline customer interactions, improve agent efficiency, and enhance customer satisfaction.
How does Verint Open CCaaS Platform integrate with other tools?
Verint Open CCaaS Platform's open architecture enables integration with existing systems. It offers flexible options for connecting with various tools, though some users have noted challenges integrating with older or niche software.
What the main competitors of Verint Open CCaaS Platform?
Alternatives to Verint Open CCaaS Platform include Avaya OneCloud CCaaS, Genesys Cloud CX, and Talkdesk CX Cloud. These platforms offer similar customer experience and contact center functionalities, catering to various business needs and sizes.
Is Verint Open CCaaS Platform legit?
Yes, Verint Open CCaaS Platform is a legitimate customer experience automation solution. G2 reviews rate it 4.3/5, praising its workforce management and real-time coaching. However, some users mention high costs and limited customization.
How much does Verint Open CCaaS Platform cost?
Verint doesn't publicly disclose pricing for its Open CCaaS Platform. Contact their sales team for a customized quote based on your specific business needs and desired features.
Is Verint Open CCaaS Platform customer service good?
Customer reviews on Verint Open CCaaS Platform's customer service are mixed. While some praise the helpful and responsive support team, others have experienced slow response times, especially for clients in Latin America. Some users also desire more proactive communication regarding updates and changes.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.