Skip to main content
TrustRadius
Verint Workforce Management

Verint Workforce Management

Overview

What is Verint Workforce Management?

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs…

Read more
Recent Reviews
Read all reviews

How Verint Workforce Management Differs From Its Competitors

Multi-Channel Forecasting

Unsure of the behind-the-scenes here - in Aspect we did not have projected staffing performance, so something is better than nothing when it comes to something like that. On the surface, the forecast system looks good and will be something we potentially look in 2024 and into 2025 as far as future …
Continue reading

Mobile Application

I have never used it but it is used across our network. Agents use it to submit PTO and to check their daily schedules. We have not received many complaints or concerns, and I believe the usage is growing. Agents seem to be happy with the mobile application and it matches what we expect
Continue reading

Multi-Channel Forecasting

We have not used the forecasting functions due to the unique nature of our business. Forecasting must be done in the queue level with unique arrival patterns. Historical data doesnt present enough information, especially over a volatile time in Covid, to appropriately predict. More control outside …
Continue reading

Mobile Application

Yes we do use the mobile application and has gotten rave reviews. There is definitely an ease of use within the app for requesting time off, requesting OT with bids, and simply seeing upcoming schedules to make sure nothing changed. Additionally for managers it's a great place to look proactively …
Continue reading

Multi-Channel Forecasting

Since training and implementing the Verint Monet tool, our forecasting accuracy has increased immensely. I have an accuracy goal of at least 90% or higher each month and have maintained or exceeded that goal continuously. It has also enabled us the ability to go back and look at historical data …
Continue reading

Multi-Channel Forecasting

I'm not sure how to answer this but on a general level the WFM team has been able to pivot and adjust accordingly during those high & lows of each season for us. Using past historical data they've been able to use the WFM Forecasting & Scheduling to help with solving the business' need.
Continue reading

Multi-Channel Forecasting

Forecasting is easy with this program! It gives suggestions and also lets you use your own judgement on forecasting ideas. The graphical views make it so easy to spot trends or when we need to adjust schedules. Adding new advocates into the program is seamless. There are a few different ways to …
Continue reading

Mobile Application

This app allows me to do real time changes even if I'm not at work.
This ensures that all changes get made and not forgotten about. Being able to see schedules from my phone helps ensure that we have enough Advocates in all the right places, especially if we have a call off
Continue reading

Multi-Channel Forecasting

The forecasting accuracy has helped us immensely in that we can make sure we have the right people in the right place at the right time. We monitor this closely and make sure that we are within a small range of accuracy. We are able to make adjustments if necessary and unexpected fluctuations occur.
Continue reading

Multi-Channel Forecasting

Since we have various locations that are unique in customer base as well as customer needs, Verint was able to help distinguish these areas for us and focus on staffing based on those needs
Continue reading

Multi-Channel Forecasting

I would have to say we've been able to utilize the tool to help us identify where our shrinkage is. Previously, we knew how much shrinkage we had on a daily basis overall, but not hour by hour. And so this has given us the visibility to know that we're having a higher shrinkage at a certain …
Continue reading

Mobile Application

We haven't even rolled it out yet, so it's still part of our project plan. We've come into some from our side of the house, not the variance side of the house. Some technical aspects of getting it onto the portal that we allow our associates to house all of our products on their phones, and so we …
Continue reading

Multi-Channel Forecasting

The biggest thing that you get from variance is when they're working with multiple channels. So voice chat, email, and when you have a fairly large size organization, you have agents that do all of these skills or have all these skills and to be able to best allocate those variances does a …
Continue reading

Mobile Application

We've just started. We rolled out the mobile app worldwide. So approximately 60,000 people now have the Verint mobile app, but we wanted to start out with something really simple. So we rolled it out for schedule viewing only, and now we're starting country by country. We are rolling out …
Continue reading

Multi-Channel Forecasting

Well, they actually have had a huge impact. We've actually seen improvements in a lot of our lines of business where we've been able to say, instead of traditionally going this route, we could do some flexibility. And based on what we see with Barrett, we could do this and we could still …
Continue reading

Mobile Application

We've been dying to get the mobile app. We've been wanting to get it. We've just going through the approval processes, and I think right now it's kind of like in a hold, so to speak. So we definitely want that because we understand how much flexibility that would give to our …
Continue reading

Multi-Channel Forecasting

We are able to accurately create a forecasts that lead to accurate staff levels during multiple seasons. Forecasting is key to our ability to serve customers well via telephone, chat, email,etc. The impact of quality forecasting is a critical part of our operations and success for our customers …
Continue reading

Mobile Application

We have used the mobile app and it has not functioned as needed for the past year and I am still in the process of trying to work with Verint for a solution on how to fix our issues with the mobile app.
Continue reading

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Deborah Neal-Love | TrustRadius Reviewer
Deborah Neal-Love
WFM Supervisor - Network Access (NAC)
AdventHealth West Florida (Hospital & Health Care, 501-1000 employees)
DF
Declan Findlen
Manager
Wayfair (Retail, 5001-10,000 employees)
Return to navigation

Product Demos

TimeFlex Demo

YouTube

How Workforce Management Helps with Work from Anywhere

www.verint.com
Return to navigation

Product Details

What is Verint Workforce Management?

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations.

Verint aims to help its customers achieve:
  • Lower costs by eliminating overstaffing and unnecessary overtime
  • Reduced attrition rates and increased employee engagement
  • Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time
Mobile options enable staff to receive alerts and manage their schedules from anywhere.

Verint Workforce Management Features

  • Supported: Multi-Channel Forecasting and Scheduling
  • Supported: Skill and Proficiency-Based Scheduling
  • Supported: Intraday Management
  • Supported: Real-Time and Historical Adherence
  • Supported: Request Management with Automation Rules
  • Supported: Employee Self-Service
  • Supported: Shift Bidding
  • Supported: Vacation Bidding
  • Supported: Flex Scheduling
  • Supported: Overtime and Voluntary Time Off Automation
  • Supported: Mobile Applications
  • Supported: Dashboards
  • Supported: Performance Management with Scorecards, Coaching and eLearning
  • Supported: Long-Term Planning

Verint Workforce Management Screenshots

Screenshot of Tracking QueueScreenshot of Employee Schedule on MobileScreenshot of WFM DashboardScreenshot of Forecast & schedulingScreenshot of Employee Time Off Request Details on MobileScreenshot of Swap Post OptionsScreenshot of Mobile Updates & NotificationsScreenshot of WFM Agent Portal

Verint Workforce Management Videos

Verint Workforce Management Integrations

Verint Workforce Management Competitors

Verint Workforce Management Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Chinese, Dutch, English, French (Canada), French (France), German, Hebrew, Italian, Japanese, Korean, Polish, Portuguese (Brazil), Russian and Spanish.

Verint Workforce Management Downloadables

Frequently Asked Questions

Calabrio Teleopti WFM, Alvaria Workforce, and Genesys Cloud CX are common alternatives for Verint Workforce Management.

Reviewers rate Implementation Rating highest, with a score of 7.3.

The most common users of Verint Workforce Management are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(124)

Attribute Ratings

Reviews

(1-6 of 6)
Companies can't remove reviews or game the system. Here's why
February 14, 2024

From Spreadsheets to Cloud Based

Samantha Thompson | TrustRadius Reviewer
Samantha Thompson
Quality and WFM Supervisor
MTD Products (Consumer Goods, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Exceptional Examples of Verint Workforce Management Support
There was a time where we were looking to differentiate between chat bot and live agent chats. The Verint support team worked diligently to test and impliment the correct data trackers to help me ensure I was getting the correct information I needed to forecast and schedule accurately.
February 14, 2024

Verint Workforce Management is Great!

Verified User
Analyst in Information Technology
Health, Wellness and Fitness Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Exceptional Examples of Verint Workforce Management Support
I had a quasi-911 issue where 1 of our business units was not operating at normal business levels and it was starting to cause issues. This came after the weekend where we had upgraded our Verint platform, so I thought the issue stemmed from a recent KB update on the server. So, I created a ticket with Verint Support and after going back and forth on the case, I requested that the Tech please reach out via Webex so I can share my screen as this was starting to impact services. He did so and the issue was resolved in a matter of minutes. A quick fix in our environment, no downtime was needed, and I looked like a superhero for getting that group backup.
Return to navigation