Verint Open Platform Reviews

I used Verint Open Platform in my previous job for about two years.

We used Verint Open Platform for scheduling and schedule adjustments.

As a Realtime Analyst, I monitored incoming contact volume by taking a look at the queues and making sure that our contact volume was being addressed according to our service level goals. One specific way that I used Verint Open Platform was when an agent or a group of agents was scheduled for chats or emails. I would do what we called an agility move and quickly pivot their schedule to reflect phones if I saw a phone queue. I would always give the agents about 10 to 15 minutes notice so that they could quickly move. What I really appreciated about Verint Open Platform was that it would also email the agents to let them know that their schedule had been moved, but as a team we would always reach out via Slack as well.

We used Verint Open Platform with a WFM ticketing system so agents, supervisors, and managers could enter a WFM ticket to have us adjust something or take a look at vacation requests. We would definitely use Verint if we had to adjust a break or a lunch, add a meeting, add a team huddle or coaching, or take a look at a vacation request that was possibly pending in Verint.

It was definitely a great change with Verint Open Platform. We were going from an older scheduling platform that was more expensive. Verint was very reasonably priced, which was really important for the company I was working for. It really streamlined a lot of our processes, especially our Realtime Analyst processes.

I really enjoyed the real-time analytics with Verint Open Platform, which was very important for my role as a Realtime Analyst. I used the forecasting a lot, and that was really great. It really helped us determine what our service level goals should be with some variables. I think one of the best ways I used Verint Open Platform was to integrate it with other platforms. I had it work with SQL so that I could assign unplanned time depending on an agent's system logs. That was really great as a Realtime Analyst, so I didn't have to always look up their system logs.

Definitely fewer errors resulted from using Verint Open Platform. As a Realtime Analyst, I monitored the agent's schedules and adjusted, added unplanned absence, or whatever I needed based on their system logs. I would take the information that I generated from SQL and double check to make sure Verint had it, and most of the time Verint had it absolutely correct. I used a lot of importing methods as well where I would take data from SQL, put it into Excel, and then import it into Verint. That was very helpful and definitely streamlined the process of adjusting schedules according to the day-to-day.

I thought Verint Open Platform was really great overall. I think there were just a few small things here and there that I would maybe change. I thought it would be really helpful if I could pull up a list of agents specifically, not just based on their teams. If I could just type their names and hit tab and then they would come into some scheduling timeline, that would be beneficial. This would be especially helpful if I needed to add unplanned absence from our sick line. We had agents that would call or email our sick line, calling out sick for the day, so it was a bit of a manual process. But other than that, I thought it was great.

Probably the main improvement would be pulling agents up in more of a list format. Perhaps this has been fixed since my time using the product.

I have been working as a Realtime Analyst or Supervisor for almost ten years.

It was relatively accurate with Verint Open Platform. I think I saw maybe a couple of outages here and there, but for the most part, it was quickly fixed and what I needed was very accurately represented.

It was great. I never really used the customer support myself, but I know that my supervisors and managers did and they would always come back with really great results and answers to questions that they needed.

I used a couple of previous solutions. I used Pipkins, which was very old, and then I switched to Aspect. Aspect was okay, but it was very expensive. Then I switched to Verint Open Platform simply because it was able to do everything and more that Aspect did for a more reasonable price.

I do appreciate AI, and I think that Verint Open Platform does a good job of making sure that everything is secure. I absolutely appreciate a human touch in regard to AI. Instead of just asking the computer to do something for me, I am the one making the calculations and then I ask the computer to do whatever task that I need, whether that be making an agility move or adjusting breaks or lunches.

I found the imports very helpful where I would take the new agent data and put it into SQL and then import it into Verint. I personally helped open up a new site a couple of years ago, and I remember Verint Open Platform was very easy to use. There was no struggle at all.

I would say use the AI to your advantage with Verint Open Platform. Make sure that you are inputting information that the AI can help you calculate, but do not rely on AI. Make sure you always have that human touch.

Verint Open Platform is great, and I would rate this review an eight out of ten.

My main use case for Verint Open Platform is for the adherence view, scheduling part, and real-time analysis.

A specific example of how I use Verint Open Platform for adherence and real-time analysis in my daily work is through the Adherence View report and the Variant Real-Time View. Additionally, I worked as a Variant admin and know how to create a profile.

The best features that Verint Open Platform offers include a very good interface of Variant and the ease of real-time adherence patching, which was much easier to do on Variant compared to other tools I have used.

The interface of Variant stands out to me because of its eye-catching look, making it appealing for my colleagues. Unlike other platforms I have used, which have no eye-catching interface, Verint Open Platform makes it easy to understand what is going on in real-time, while other tools often present a grayed-out experience.

Verint Open Platform has positively impacted my organization by increasing the productive time of my team and making real-time tasks easier to manage. Productivity has increased in Verint Open Platform because there is a particular section for every report, and we also have the option to make amendments in the tool for the report section, which is good to use.

To improve Verint Open Platform, I would recommend adding a section that creates easier options for the rostering part, such as work patterns and work events including training, breaks, lunches, and meetings. This way, scheduling or running a roster pattern becomes easier for anyone handling that.

Regarding needed improvements, including more resources instead of just hyperlinks in the Help section of Variant would be beneficial. Including screenshots or short videos for every topic in the Help section would assist someone who is working alone and needs guidance on how to perform tasks.

I have been using Verint Open Platform for more than five years.

Verint Open Platform is stable.

I would rate Verint Open Platform's scalability as 7.5 to 8.

I switched to Verint Open Platform from another solution.

I have seen a return on investment with Verint Open Platform, as it is less expensive compared to other tools, making it easier for the business.

My experience with pricing, setup cost, and licensing has occurred twice.

I chose a rating between 8 and 10.5 because I have used other tools such as Amazon Connect and EWFM, which were not eye-catching or as easy to use as Variant.

Regarding Verint Open Platform's AI capabilities, I believe its accuracy and reliability of output totally depend on how individuals choose their filters. If the correct filter is chosen, the report will be accurately fetched.

My advice to others looking into using Verint Open Platform is to appreciate the interface. I rate this review as 9.

My main use case for Verint Open Platform is mostly within the workforce management open platform. For workforce management, I specifically use it to look at agent real-time metrics. I use it mainly for scheduling, forecasting, and also performance tracking metrics, business metrics, and agent efficiency tracking.

The scheduling, looking at the agent workforce, assigning with the skill groups, and real-time metrics are very useful within the WFM.

The best features Verint Open Platform offers are that it is easy to use and integrates well with other CRM tools and within contact center applications. We have been very grateful for this, especially during our migration from other WFM, which was quite seamless. The newer platform allows for robust, easy-to-use scheduling and forecasting.

Verint Open Platform has positively impacted my organization by increasing the use by the supervisors for their agent workforce, allowing business stakeholders to easily access performance metrics and efficiency. Assigning skill groups and forecasting has been easy based on the business demands within the real-time queues, as well as looking at the incoming, inbound, and outbound contact centers, which has been very easy to use.

One improvement needed for Verint Open Platform is that the upgrades need to be scheduled, and there is a need for application improvement in terms of latency, as real-time takes time to refresh the screen. That is one of the improvements we would like to have. At this time, there are no other improvements needed with Verint Open Platform that we have not discussed.

I have been using Verint Open Platform for almost three years.

Verint Open Platform is stable.

Verint Open Platform's scalability is satisfactory, as we have not seen much in the way of performance issues. Initially, we had some issues, but after working with the Verint technical teams, those issues were resolved, and it is meeting our needs at this time.

The customer support from Verint is good and offers great customer support.

My customers previously used Aspect WFM before switching to the newer cloud solutions, as we migrated from on-premise to the Verint cloud solution.

Since using Verint Open Platform, I have seen a reduction in manual work, with almost a 70 to 80% uplift from the manual effort and other WFM tools when we transitioned to Verint, which represents a very significant uplift and reduction in manual work. We definitely need fewer employees and have saved money, which can be good metrics, as well as saved time. I do not know the exact money saved, but there is definitely time-saving with the WFM.

I am not sure if other options were evaluated before choosing Verint Open Platform; I was not part of the decision, but I believe the organization has looked into other tools in the market.

My advice for others looking into using Verint Open Platform is that scheduling and forecasting are very important. We need to feed in all the data into the WFM so that we can see all the agent workforce and metrics in detail. The data we provide to Verint is very important to achieve the best outcomes from the platform.

Regarding Verint Open Platform's AI capabilities, we still need to explore how the data is shared across different platforms, and we need to have strict governance rules around the platform regarding how it will be used and what level of security it is built on, ensuring biasing and trust. Those are the main things we are looking to validate in the future for our customers.

The accuracy and reliability of Verint Open Platform's AI capabilities depend on the prompt engineering; how I ask about the details matters, so I need to structure my inquiries appropriately to get the best output. I still have not explored its full capabilities, as we are still learning about it.

I would rate this review an eight out of ten.

The main use case I have for Verint Open Platform is the use of AI, both to handle the coaching part and real-time validation of what happens on the call with alerts to the supervisor when something is going wrong, as well as in the Speech Analytics with AI part, where I can have data close to what is happening in near real-time. I can also ask open questions to the AI based on everything that has been transcribed, and thus have more certainty about what is happening in my contact center.

One of the use cases, for example, is activation in the healthcare area when the customer is dissatisfied and is going to open some kind of proceeding, for instance against the company, or a NIP proceeding from the Ministry of Health. The tool automatically generates an alert for the supervisor, notifying that there is a call that tends toward a proceeding, allowing the company to act in a more proactive way.

This greatly reduced the number of cases and proceedings opened with the National Health Agency, significantly optimizing the time of those who did this analysis before, very manually. Today they already receive this proactively and can act in a much more assertive way with these customers and agents.

There are a few features that I consider the best, one of them being this sentiment analysis, not only on the customer side but also an analysis of how the service is on the agent's side, giving a customer experience view and a pro experience view. You can have an overall picture to catch cases of burnout, for example, to intervene so that agents take a break or have a conversation to ensure they provide quality service.

I actually sell Verint Open Platform, and the customers who had this type of solution saw gains. For example, with the solution, especially Speech Analytics with AI, they had a reduction in the number of proceedings the company received. The companies that implemented the Quality Bot saw operational gains, an increase in NPS, an improvement in quality, and more assertiveness in identifying which agents were not performing at their best.

Broadly speaking, I can share that these customers had a reduction in the number of people doing manual evaluation. The NPS figure saw an increase of about twenty percent for the Quality Bot part, and the number of proceedings decreased using Speech Analytics with AI.

Points for improvement in Verint Open Platform are in terms of giving more autonomy to the end customer in terms of some features, which is already on the roadmap. Broadly speaking, the tool is very good as it is today.

Support leaves a bit to be desired, and I think it is an area for improvement that Verint has in the support part.

It is a stable platform.

It is flexible.

These were the first solutions we used with AI for these customers.

Everything was acquired through Avaya, Verint's partner.

We are their partners and resellers with an OEM solution to resell within Avaya together with Avaya solutions.

I would advise them to do a return-on-investment study together with Verint, as many of these tools make it easy to demonstrate this to the customer. Verint has some packages, like a try and buy, where you can use the tool for three months to show and see the results.

I do not have those numbers with me right now, but the experience, as I am the vendor and not the end customer, indicates that many times we have to be aggressive on discounts because of competition. For platforms where you can demonstrate a higher return on investment, it is easier to sell at a higher added value.

For these customers, we were competing with Genesys and NICE.

Our customers use Verint Open Platform both in the public cloud and on-premises. The customers who are on-premises now, we are migrating all of them to the public cloud, so the trend is that everything goes to the public cloud, while we have both environments.

I believe Verint Open Platform is an excellent tool, but like every tool, there is always something to improve and something to progress. In terms of perfection, I believe that to reach a ten, you need a one hundred percent platform, and I think nine is excellent. I would rate this review a nine overall.

My main use case for Verint Open Platform is to update schedules and download the reports.

For example, if an agent has not taken their break at the scheduled time, I go to the calendar part in Verint Open Platform, and from there I change their break activity to the actual time. That is how I update their schedule.

I have used the parameter reports and parameters part in Verint Open Platform to download the reports.

The best features Verint Open Platform offers are that it is very easy to check for the adherence of the agent from the variant. I don't have to go for other options.

The adherence part is the primary feature that I would highlight, and reports are also easy to download. You can handle different accounts with a single Verint Open Platform account, which is also great.

Verint Open Platform has made the work much easier for the RTAs and for the schedulers who update the schedules from scratch and download the raw data while checking the adherence for agents. It is very easy and has brought us to a point where we don't need much time for all these tasks. It is very easy to operate.

I have noticed that it saves time, reduces errors, and improves performance.

Verint Open Platform cannot be improved in most areas.

I chose eight out of ten because you cannot check for the long calls or the emails and chat summaries in real-time. If those features can be added, it would be ten out of ten.

I have used Verint Open Platform for the past one year.

Verint Open Platform is stable.

Verint Open Platform's scalability is very good, and it is enormous. I appreciate it.

Verint Open Platform's customer support is very nice.

I haven't used any previous solution for this. I'm using Verint Open Platform only.

I have used IEX before Verint Open Platform.

Verint Open Platform is deployed in my organization as a hybrid cloud, and it is very helpful.

I think Verint Open Platform is a good option, especially for those who are doing real-time jobs and working on reports. It is very good for real-time adherence as well.

I gave Verint Open Platform a rating of eight out of ten.

My main use case for Verint Open Platform when I'm supporting these customers is to ensure they have programmed correctly what they need for an agent, or to verify that something programmed in one system is being replied to as it should in another part of the report. I need to make sure they did the configuration correctly and open a ticket with Verint when the configuration is correct and there is a bug in the platform.

A recent situation where I had to troubleshoot or escalate an issue with Verint Open Platform involved a configuration for a couple of agents that was not showing in the reports. We checked the configuration and attempted to reproduce the problem, but it was not possible to make those agents appear in the report. We needed to open a case with Verint. Verint worked on it, and although it took a while to give an answer, they needed to reset something in the system that they did not explain exactly to me. After that, the new agents started appearing in the reports again.

I do not have anything else to add about my main use case or my support experience with Verint Open Platform. We do not have many requests yet for this open platform. Most things work great out of the box, and we do not have many customer complaints about features not working. Verint Open Platform has been working very well this last year.

The best features Verint Open Platform offers in my experience supporting it include almost all the features that I have in the on-premise equipment that Verint has. The best thing is that it is easier for the customers themselves, not exactly the end-users, but the customers to configure what they need to do. Since Verint keeps all the systems up to date and with all vulnerabilities addressed, it makes it easy for our customers and even for Avaya to handle these issues.

Verint Open Platform has positively impacted my organization, as the tickets were reduced significantly with this platform. The most impressive thing is how it is faster for our support and, of course, for Avaya as well, as it has reduced the amount of technicians that we need working on this because almost everything goes directly to Verint to solve. We need fewer people working on it, and since tickets go direct to Verint, there are fewer people working on it and it goes faster. There is less of a tier to escalate the problem as it goes directly to Verint.

Verint Open Platform can be improved with a focus on Portuguese support. One thing that sometimes customers complain about is the lack of support in Portuguese since I am based in Brazil and the customers that I support are mostly in Brazil. They complain about not having someone from Verint with Portuguese support to facilitate the communication between them. Of course, Avaya acts as the SPOC, and we are in between the customer and Verint as we are supporting the system. However, they would be more comfortable having support in their own language.

I have not taken any training yet regarding Verint Open Platform. I need to check what is available at the Verint website. They usually have good training there. Training is always a good place to improve, and I would like to have more training offered when I access their platform.

The reason I chose eight out of ten for Verint Open Platform is that I believe there are a couple of things that are not yet supported for the cloud. I do not have them at the top of my mind right now, but I remember dealing with something that is not available yet. As I said, Portuguese support would make a big difference for end customers so they could communicate easily with Verint. Most of my score is because of a couple of limitations that I unfortunately do not have at the top of my mind, but I know there are a couple of limitations.

I support Verint Open Platform systems as part of my job. I have been doing this for one year and a half for the open platform because we have two customers that are using this system, and I do support for these customers.

The ease of configuration with Verint Open Platform helps my customers by making it easier for them to manage their setup. Regarding how Verint handles keeping systems up to date, from my perspective, we have a problem with one customer right now. They have an on-premise system, not the cloud one, and it was flagged in their scan with a couple of vulnerabilities in .NET, and it has been really difficult to resolve. Verint is trying to make patches to solve it, and it has been this way for more than two months now. In the cloud system, this does not happen. All the issues are treated inside Verint, so it makes it very easy to maintain and manage the system.

My advice to others looking into using Verint Open Platform is that it is a good choice if you need to have fewer people managing your system.

The only concern right now regarding Verint Open Platform is about all the available features. If it fits what you need, it is okay to go cloud. Having someone to take care of the service is expensive today. My advice when having Verint right now is to see if it is okay for you to have an on-cloud solution, as it would be a better solution than having on-premise.

Regarding Verint Open Platform's security and governance, I think that Verint has been very responsive to the problems that we have with system vulnerabilities and this kind of thing. I have a good impression of Verint about this. For their cloud system, it looks okay to me, but I do not have enough information to rate this. Overall, I have a good impression of Verint regarding governance and security.

Regarding Verint Open Platform's AI capabilities, I am trying to recall something, but I am not sure I have supported or used any AI capability recently. I used to work with automatic quality monitoring, but that was in the on-premise services, and I do not believe it is AI. I do not believe I can answer this question. I have given Verint Open Platform a rating of eight out of ten.