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Verint - Improvising your social presence across the globe
What do you like best about the product?
It makes it easy to manage and monitor social media channels and the audience connected to them. The realtime data for social events and the ability to trace back the history helps the organization to boost their online presence across the world
What do you dislike about the product?
The only disadvantage observed was using the search. It needs to improvise the search to showcase exact results for the specific term along with sentiment analysis.
What problems is the product solving and how is that benefiting you?
Verint Social Engagement improves to build the online presence of the company so that prospective clients across the globe can trust it's authenticity and brand value. The best part of the tool is to aggregate the data which helps to understand the expectations of the customers.
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Good Security Features
What do you like best about the product?
provide features to help organizations adhere to regulatory requirements and ensure data security and privacy in their social media interactions
What do you dislike about the product?
Support sometime take too long to have an answer for latin america clients
What problems is the product solving and how is that benefiting you?
integrate with other customer relationship management (CRM) tools, marketing automation systems, and analytics platforms, allowing businesses to have a comprehensive view of their customer interactions
Verint Bot Build
What do you like best about the product?
Easy to use bot build, with capabilities to add NLU. The Verint team always supported new ideas and flows we could implement to enhance the customer experience further.
What do you dislike about the product?
Having to pay extra for NLU adds. Other platforms allow the business to control both the build + NLU.
I wish the integration into Salesforce allowed for a more robust bot build that could perform in real-time instead of manual agent handovers.
I wish the integration into Salesforce allowed for a more robust bot build that could perform in real-time instead of manual agent handovers.
What problems is the product solving and how is that benefiting you?
It handled the back-and-forth interaction, essentially becoming a gatherer of data for agent handover if the push links we put in place for self-service were insufficient. This cut back the average handle time for social care agent and allowed them to focus on critical concerns based on priority that came through.
Easy to use
What do you like best about the product?
I love how easy it is to be able to go through so many of the messages at once. Being able to categorize and leave internal notes is also very helpful.
What do you dislike about the product?
It rarely happens but there are errors where we are not able to respond to some of the comments.
What problems is the product solving and how is that benefiting you?
It is allowing me the opportunity to be efficient and quickly go through my job. It makes it much more productive for me.
Verint Messaging is a fantastic work tool!
What do you like best about the product?
Everything is laid out very smoothly and makes sense to every tea member with little to no additional training required!
What do you dislike about the product?
There are times where it will glitch or it is slow to route tickets.
What problems is the product solving and how is that benefiting you?
We are able to connect with customers across all important social platforms with no longstanding issues, optimizing our engagement.
Easy to Use & Happy with my work flow
What do you like best about the product?
I like that we can manage multiple platforms at the same time and easily route things to other que's when needed. This makes our job very simple and we are able to solve issues quickly.
What do you dislike about the product?
Sometimes there is a glitch or two and we do not get a comment or message right away. It causes a lag in response time and we take that seriously wanting to respond as fast as possible to our customers.
What problems is the product solving and how is that benefiting you?
We use this platform to keep track of customer issues, comments and to route and solve any problems. There are many times when our pages have horrible comments posted, we are able to identify them right away and hide or delete them before they cause an issue. We are also able to ban disruptive people! This is a very helpful feature.
Verint Review
What do you like best about the product?
To see messages from different platforms seamlessly and in real-time.
What do you dislike about the product?
Limitation of reports readily available.
What problems is the product solving and how is that benefiting you?
flexibility with users profiles to add more data.
Excellent system for WhatsApp messaging
What do you like best about the product?
I like that it makes WhatsApp messaging with clients easy and seamless. The system is very simple and easy to use and has the right tools for dealing with clients.
What do you dislike about the product?
Sometimes it can be a bit slow when sending messages, sometimes the client has already replied by the time it looks like our message sent, can lead to a delay in response.
What problems is the product solving and how is that benefiting you?
It is solving the problem of having easy access for customers to contact us for issues. It divides work through the team as well. It can make us more productive as it typically sends the customer back to the same agent.
great tool for usage
What do you like best about the product?
user-friendly and doesn't freeze on usage. it has been helpful to improve business and reply to customers appropriately. helps with Consistent Information and reduces Training Time.
What do you dislike about the product?
it doesn't show conversations that are too old and gets quite difficult to find them later.
What problems is the product solving and how is that benefiting you?
Reduced Escalations.
Increased First Contact Resolution.
Increased Customer Satisfaction
Reduced Training Time.
Increased Employee Engagement.
Increased First Contact Resolution.
Increased Customer Satisfaction
Reduced Training Time.
Increased Employee Engagement.
Efficient
What do you like best about the product?
I enjoy being able to see all previous messages from the user
What do you dislike about the product?
I do not like that you are um able to change the close reason after a case has closed.
What problems is the product solving and how is that benefiting you?
It's solving an ability to connect with customers
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