Likelihood to Recommend Alvaria, Inc (Aspect Software + Noble Systems)
Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.
Read full review Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too
Read full review Pros Alvaria, Inc (Aspect Software + Noble Systems)
easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees reliable- multiple employees can be making changes and testing staffing changes without the site crashing easy to balance employee scheduling with your business needs Read full review Forecasting. We are regularly 97% - 99% accurate on our forecasts. Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance. Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model. Read full review Cons Alvaria, Inc (Aspect Software + Noble Systems)
The configuration of the system is quite complex and very difficult to administer. Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there. RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace. The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous. Read full review Ability to properly optimize events, classes, coachings, etc for Outbound specific groups. Having Verint forecast lists for queues after adding historical weeks in. Removing someone from a class that has moved to another organization and is no longer visible within mine. No limit on the number of pauses. This is causing a major issue at my company around adherence and a lot of unnecessary time for my team to go in and add exceptions in order to have their adherence look correct. When submitting a coaching request in the module, give the submitter the ability to select all of their employees but also select only one employee per session. This is the biggest complaint among the staff about using the Coaching Module. They don't like that they have to submit multiple requests for One-on-Ones for each employee and would prefer to submit one request and have it communicated to Verint Workforce Management that there should only be one person in each session. Sorting by shift event time is no longer an option in the Calendar screen. I preferred the Calendar screen when I was able to view all employees at once, and now it is limited to 50 per page. Read full review Likelihood to Renew Alvaria, Inc (Aspect Software + Noble Systems)
While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
Read full review Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
Read full review Usability Alvaria, Inc (Aspect Software + Noble Systems)
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
Read full review For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
Read full review Support Rating Alvaria, Inc (Aspect Software + Noble Systems)
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
Read full review Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
Read full review In-Person Training Alvaria, Inc (Aspect Software + Noble Systems)
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
Read full review Online Training Alvaria, Inc (Aspect Software + Noble Systems)
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
Read full review Implementation Rating Alvaria, Inc (Aspect Software + Noble Systems)
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
Read full review The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Read full review Alternatives Considered Alvaria, Inc (Aspect Software + Noble Systems)
I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.
Read full review Another product we use is
Intradiem . I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use
Intradiem that much, so I wouldn't be able to say all good.
Read full review Return on Investment Alvaria, Inc (Aspect Software + Noble Systems)
The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures) Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds) Read full review We were then able to recognize trends and patterns Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations. Meeting service level goals is now manageable in most cases, allowing improvement across the board. Read full review ScreenShots Verint Workforce Management Screenshots