Verint Systems

Impact 360


4 / 5
10 reviews


Average Ratings

10 Reviews

  • 4 / 5
    Overall

  • 3 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

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About Impact 360

Gives visibility to your operations to improve back-office quality, productivity and process consistency and reduce costs.


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Impact 360 Reviews Recently Reviewed!


Great

May 04, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I used this software a while back ago in one of my previous jobs within the call center industry. The software itself was very easy to use, very user friendly. It offers a wide spectrum of features designed to meet almost all call center needs: from schedule adherence to quality monitoring with live video recording direct from the agent's screen. I used this platform for over 2 years in different roles, including WFM, floor/operations supervisor and QA (being this the one I used the most). Overall the experience was great, the application was very responsive and trustful.

Cons: When it comes to QA, the application had still some few flaws back then, the agents were able to trick the system to avoid having video recorded 100% on all their calls. Also the schedule adherence sometimes was not displayed 100% properly towards the end of the day, it displayed as if the agent was logged in for a whole day or so even if he didn't.

Overall: With its user friendly interface we saved a lot of time while training new QA analysts. The call monitoring was very simple and quick since you can integrate the QA form in it to avoid having the analysts switch tab/app to complete it.

Clunky but useful

Sep 07, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It is a very useful software to listen to call recordings and mark them. I like the functionality of being able to see the voice rhythms so you know where the caller has paused or put the other person on hold. I also like that you can capture the screen recordings sometimes. Another good functionality is able to extract various marking questionnaires and mark the calls as needed.

Cons: The software crashes quite easily and is slow to load. It gets quite frustrating.

Verint in the Banking World

Nov 02, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Reliability and core services up-time. We seem to have a pretty stable installation of Verint version 11. We have issues with supplementary services constantly restarting, but everything seems to stabilize on its own.

Cons: Administration and user interfaces are clunky and not very intuitive.

System admin, very impressed with stability and support.

Feb 06, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: This software performs very well in a large scale enterprise environment. Very granular permissions ability.

Cons: The administrator interface is a little clunky and not extremely intuitive. We're using version 11 and hope to upgrade to version 15 soon.

Verint 360

Aug 17, 2018
3/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that I can access all the information I need to and that it makes call tracking and performance evaluation so much easier.

Cons: It's not user friendly in the sense that's not intuitive. You can't just log into the program for the first time and intuitively understand the terminology or how it works. It requires specific training before understanding the system. However, once trained, it's a fairly easy system to use.

Overall: Now that I'm used to the scheduling aspect of the system I like it alot. I also know it makes call recording and tracking much easier which is great for our business.

Verint Impact 360

Aug 17, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Working in Customer Service and a call center, there is often the need to go back and listen to a call to verify information. Impact 360 allows you to go back and look up dates and times and listen to various calls .

Cons: Sorting through the data and getting to what you need is tricky. It isn't as user-friendly as you would want. It was glitchy from time to time. Consistency and reliability are key and while Verint is great when it works correctly, it's glitvhy often enough to be annoying.

Overall: The best thing about Impact 360 is the ability to capture calls and be able to grade the content. In a call center, for quality assurance, measuring the consistency of information being passed to customers is key. Impact 360 allows management to offer coaching based on inforamtion and grading within the software.

Great for Team Collaboration!

May 11, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It makes it easy to see your daily/ weekly schedules down to the hour. You can also view your team as well so you can plan your time accordingly if needed to make any switches.

Cons: It logs you out every 30 minutes if you're inactive, and sometimes navigating between different schedules and sections can be a little confusing.

Scheduling tool with a learning curve

Jun 12, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

Pros: Impact 360 is fantastic once you're comfortable with it and understand how it makes suggestions and recommendations. There is a lot of customization available too.

Cons: The predictions from the software were not always logical or accurate. If a business is open then the recommendation should not be zero employees working.

Just an Average Platform

Dec 15, 2016
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: We are a large organization and recently switched away from Verint after a number of years. The overall platform works but we found a different vendor that provided more for a similar cost.

Integrated with inContact for Customer Assessment

Dec 14, 2016
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Comments: Our company uses impact 360 to playback call recordings and score customer interactions. A few incompatibilities exist with browser settings preventing playbacks from time to time but good support.