Verint Systems

Impact 360

3.5 / 5 6 reviews


Average Ratings

6 Reviews
  • 3.5 / 5
    Overall
  • 3.5 / 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.

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.

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.