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Verint Open Platform
Verint Open Platform increases customer experience (CX) automation in your contact center and other customer touchpoints with our open approach powered by data and AI. With Verint, brands get AI Business Outcomes Now.
Reviews (3)
Elisha Guile-Anderson
Real-time analytics have streamlined workforce scheduling and improved service level decisions
Reviewed on Jun 24, 2026
Review provided by PeerSpot
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working as a Realtime Analyst or Supervisor for almost ten years.
What do I think about the stability of the solution?
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.
How are customer service and support?
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.
Which solution did I use previously and why did I switch?
What other advice do I have?
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.
reviewer2858082
Workforce insights have improved as I track real-time metrics and optimize scheduling
Reviewed on Jun 17, 2026
Review from a verified AWS customer
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Verint Open Platform for almost three years.
What do I think about the stability of the solution?
Verint Open Platform is stable.
What do I think about the scalability of the solution?
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.
How are customer service and support?
The customer support from Verint is good and offers great customer support.
Which solution did I use previously and why did I switch?
My customers previously used Aspect WFM before switching to the newer cloud solutions, as we migrated from on-premise to the Verint cloud solution.
What was our ROI?
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.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
reviewer2849802
AI insights have transformed real-time call monitoring and reduced healthcare complaint cases
Reviewed on Jun 08, 2026
Review from a verified AWS customer
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
What do I think about the stability of the solution?
It is a stable platform.
What do I think about the scalability of the solution?
It is flexible.
Which solution did I use previously and why did I switch?
These were the first solutions we used with AI for these customers.
How was the initial setup?
Everything was acquired through Avaya, Verint's partner.
What about the implementation team?
We are their partners and resellers with an OEM solution to resell within Avaya together with Avaya solutions.
What was our ROI?
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.
What's my experience with pricing, setup cost, and licensing?
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.
Which other solutions did I evaluate?
For these customers, we were competing with Genesys and NICE.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)