Verint Impact 360 with Avaya Proactive Contact

[gavin2]

Hi All,

Is there any documentation related to this type of install? Is it similar to installing the NICE call recording?

[marzahn]

Ask a Sales Rep or Google

It sounds like you are in the process oif evaluating the product. If so you should be able to get everything you want ans more from the sales rep. Also Verint ® Systems has a relationship of some kind with Avaya.

So you should ask your business partner as well. As a last resort, I have gotten good results with Google.

[scoinean]

This used to be a custom integration that required an engagement with Verint Prof Services (via Avaya). We had issues getting JOBNAME tagging correctly and other general issues with the feed from Proactive Contact event services. It had to do with the tagging of events related to join and leave job in relation to agent login events. My recollection of the specifics is fuzzy. It has been a while.

Support for it was also rough as nobody at Avaya knew what to do with it so every issue had to wander through Avaya support until somebody escalated it out to Verint who then wanted to know why they were supporting the Avaya branded product. Many headaches.

They may have worked to improve the solution and support since then but it was a hassle for us and we have since moved on to another product.

I have been told that support and development has been taken in house and is much improved for the product. Also, there appear to be clear advantages to using the branded product over a 3rd party solution. It just wasn't working out for us at the time.

If you're trying to build this feed yourself, I wish you well.

Hi All,

Is there any documentation related to this type of install? Is it similar to installing the NICE call recording?