Verint vs iGrafx
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Sir Richard BransonMost popular feedback for Verint
Automating and Simplifying WFM Tasks So You Can Focus on Value-Added Analysis What do you like best about Verint Workforce Management? Verint WFO allows me to automate many of our redundant or non-value added workforce management functions freeing us to focus on more analytical and valuable things. There is a wide range of features that allow for a great deal of customization and problem solving. Two of my favorites are the coaching module and elearning module. These benefit us two major ways. First, they allow us to optimize the scheduling of this off-phone time so that it doesnt happen as unplanned activities we neither see nor plan around. This has resulted in better, more optimized schedules. However, it also allows us to ensure EVERYONE in our organization is scheduled for coaching or elearning time. With this being a mandatory requirement for us, it brings peace of mind and involves minimal effort. These are just two examples of the ways Verint WFO has streamlined our processes and helped us become better optimized. Review collected by and hosted on G2.com. What do you dislike about Verint Workforce Management? Verint WFO can be overwhelming to the novice or first time user. I have been using it for almost ten years and still learn or discover something new. With that can come a learning curve which at times can be steep. I think this is both benefit and challenge. There is a lot you can use the system for but it can at times be overwhelming. Review collected by and hosted on G2.com. What problems is Verint Workforce Management solving and how is that benefiting you? It has helped us schedule off-phone or non-productive activities in ways that involve minimal effort while yielding great results in terms of optimization. We have been freed up to focus on more critical problems or analysis rather than mundane tasks. For us, it provides insights into what's happening so we can set expectations and plan accordingly.
Jeff B.
About Verint
What is Verint Workforce Management? Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations. The vendor states Verint customers have achieved: Lower costs by eliminating overstaffing and unnecessary overtime Reduced attrition rates and increased employee engagement Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time Mobile options enable staff to receive alerts and manage their schedules from anywhere.
Most popular feedback for iGrafx
Powerful data configuration software What do you like best about iGrafx? It monitors any data that enters into our organization and analyses it to make sure it can be easily used for planning. Security of our data is guaranteed by powerful security system installed by this platform. It gives us insights on the business performance and future predictions on the market trends. Review collected by and hosted on G2.com. What do you dislike about iGrafx? My experience has not been affected by any poor performance from the services of this platform. The current data features are effective and no recommendation for new feature. Review collected by and hosted on G2.com. Recommendations to others considering iGrafx: Performance and data integration across the entire business enterprise is excellently managed by this powerful software. Any organization can easily try this tool for increased productivity and improved performance. Review collected by and hosted on G2.com. What problems is iGrafx solving and how is that benefiting you? The main challenge affecting our planning from poor data analyzation have been solved. All the applications and workflow programs have been well monitored from the great data management systems. iGrafx has protected our business from facing critical risks that can affect performance.
Brock F.
About iGrafx
iGrafx provides a Process Knowledge Management Platform enabling Business Transformation through process discovery & analysis, RPA & workflow automation, customer journey, governance, risk, and compliance. The vendor's solutions are available as SaaS and private cloud deployment and are presented as scalable, currently supporting large, global enterprises with over 100k users.
Verint reviews
"Taking it to the Cloud" What do you like best about Verint Workforce Management? Verint WFM Pro has provided my contact center with accuracy, time savings, increased communication and the ability to leverage headcount where we havent been able to in the past. The WFM Pro team has been an integral part of our success and remains a constant support as we grow and change. Review collected by and hosted on G2.com. What do you dislike about Verint Workforce Management? Verint WFM Pro does not have the ability to keep static schedules without manual updates. I have also found the process of creating and updating score cards to be one that is hard to understand, create and maintain. Review collected by and hosted on G2.com. What problems is Verint Workforce Management solving and how is that benefiting you? Vering WFM Pro has been continuously working with my team to ensure access and accuracy to our live chat team. I have an understanding that the connection with Salesforce at times can be difficult but that hasnt stopped the support team from finding ways to not only fix any issues but also improve the experience.
- Samantha T.
"Former WFM Now Verint Administrator" What do you like best about Verint Workforce Management? Having a very large brand ensures the customer's needs are not only taken care of but also gives you the feeling of being a part of the growth and vast opportunities the product brings from a customer standpoint. Review collected by and hosted on G2.com. What do you dislike about Verint Workforce Management? I've found a very little downside to using Verint. The only item that always comes to mind (which isn't precisely a bad issue) is how in-depth you could go with using Verint WFM. You certainly need more than one person to make sure that you have someone dedicated to roles in the environment because of how much you can do with it. Review collected by and hosted on G2.com. What problems is Verint Workforce Management solving and how is that benefiting you? Our business unit in Healthcare is not only growing (a newly built in-house call center) but the type of business units are changing. Being able to utilize the Verint software to improve the systematic approach we have to schedule how helped staffing so much.
- Eric R.
"Verint WFM For the Win" What do you like best about Verint Workforce Management? I have been an active user of Verint WFM since it was Blue Pumpkin years ago. I love the ease of use of the system. The way you can customize the campaigns to meet the needs of the business. But mostly how many options there are to integrate with other Verint Solutions to get an in-depth view of agent behavior, performance, and quality. Review collected by and hosted on G2.com. What do you dislike about Verint Workforce Management? It's minor - But I dislike the new scheduling view since the move away from Java. It was nice to get away from Java dependencies but the new view is a little cumbersome. Review collected by and hosted on G2.com. What problems is Verint Workforce Management solving and how is that benefiting you? Visibility into staffing our business. It provides us birdseye as well as in-depth views to our staffing, SL projections, and agent performance.
- Kelly R.
iGrafx reviews
"Best risk and data control software" What do you like best about iGrafx? It gives us future predictive analytics on the performance and the outcomes of our business transactions. Clients who depend on our products and services give us their preferences and suggestions on improving our services. iGrafx controls all data and ensures that there are no security threats on any integrated information. Review collected by and hosted on G2.com. What do you dislike about iGrafx? There are no challenges identified from the operation of iGrafx. All the integrated tools have been controlling our processes and everything is perfect. I have no recommendations for new features. Review collected by and hosted on G2.com. Recommendations to others considering iGrafx: My interaction with this great platform have been positive and I have discovered new data control measures. Any organization seeking powerful risk and data control product should consider investing on iGrafx. Review collected by and hosted on G2.com. What problems is iGrafx solving and how is that benefiting you? The main data analysis challenges we used to face leading to poor performance have been improved. The main dashboard virtualizes all data and gives us proper flow charts on how we have improved our service delivery and areas that requires improvements.
- James H.
"Smart data control tool for monitoring innovation" What do you like best about iGrafx? iGrafx monitors all our customers data from all sources and gives the best implementation solutions. Our marketing department ensures that any data that enters from sales channels is securely saved for future decision-making. It is easy to deploy this platform in business enterprise and learn the performance after short period of functionality. Review collected by and hosted on G2.com. What do you dislike about iGrafx? Monitoring of data input and output has been the biggest role of this software. It has maintained high standards of reliability and offered the best data solutions always. Review collected by and hosted on G2.com. Recommendations to others considering iGrafx: The performance of iGrafx has been excellent and I recommend to others. It has high capability of controlling data in any organization with positive ROI. Review collected by and hosted on G2.com. What problems is iGrafx solving and how is that benefiting you? I have not experienced any challenge of data loss since we deployed this platform. Data integrity has been achieved since we deployed iGrafx for effective data controls across our organization. It provides insights on time and measures to be put in place to avoid any risks that may occur in business transactions.
- Jordan D.
"Powerful flowcharting and process modelling platform" What do you like best about iGrafx? My digital coordination department has been able to draw and analyze charts on the performance progress. It enhances easy creation of excellent graphics that we use during social media marketing campaigns. It has enriched our knowledge on brand management and workflow maintenance. Review collected by and hosted on G2.com. What do you dislike about iGrafx? There is sometimes limited knowledge on effective operation on current market demands. The overall experience with iGrafx has been productive and successful. Review collected by and hosted on G2.com. Recommendations to others considering iGrafx: iGrafx have been able to raise our business and build our brand across all our marketing channels. The performance has created promising future of our company and I recommend to any colleague or business enterprise. Review collected by and hosted on G2.com. What problems is iGrafx solving and how is that benefiting you? It has transformed our organization to the most advanced performance. The control of workflows and effective data analysis have created positive growth. The customer support team have given us effective guidelines that have lead to better production across the entire company.
- Betty W.
Pros & cons
Verint
| Pros |
|---|
| Agent User abilty to view and remain in adherence |
| Call management |
| ability to tag and file calls |
| Organized and User friendly Speech Analytics user space |
| Cons |
|---|
| Speech transcription Exporting |
| Speech voice recognition and need for tuning |
| Ability to export and talk to other platforms like Tableau |
iGrafx
| Pros |
|---|
| User friendly |
| easy implementation |
| RPA and AI features |
| Cons |
|---|
| Different cloud supportlocal support training and documentationmore advertising |
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