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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…

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Recent Reviews
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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 …
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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
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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 …
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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 …
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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 …
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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.
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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 …
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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
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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.
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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
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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.
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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

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Deborah Neal-Love
WFM Supervisor - Network Access (NAC)
AdventHealth West Florida (Hospital & Health Care, 501-1000 employees)
Declan Findlen
Manager
Wayfair (Retail, 5001-10,000 employees)
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Product Demos

TimeFlex Demo

YouTube

How Workforce Management Helps with Work from Anywhere

www.verint.com
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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).
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Comparisons

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Reviews and Ratings

(124)

Attribute Ratings

Reviews

(1-11 of 11)
Companies can't remove reviews or game the system. Here's why
May 07, 2024

Verint does the basics well - a great starting point

DF
Declan Findlen
Manager
Wayfair (Retail, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Evaluation Lessons Learned
I think we should have done more testing on the Queue Statistics page. We often have incorrect expected performance data that does not match our outside-the-system forecasts. Our business is a little more unique than the system allows (in terms of overflow levers, etc). I wish we knew more about that going into the usage
May 07, 2024

Great for quick schedule creation and optimization with a great mobile app!

WP
Will Petit
Manager, Workforce Management/Scheduling
Wayfair (Retail, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Evaluation Lessons Learned
One thing would be to spend a little more time focusing on the business's use cases and seeing examples that directly correlate to what is being asked. In the decision making for Verint, we didnt exactly spend enough time looking over "how" things would be done versus simply looking at an end product. This caused some confusion and led to some gaps in knowledge as to what Verint could and couldn't actually do.
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
Evaluation Lessons Learned
There's nothing to change. We've talked about it until we were all blue in the face. Multiple business departments weighted in, we talked about the advantages and disadvantages. Where was the Vendor heading? Are they the leader in the industry? Long term, where do we see ourselves in 5 years from now? 10 years? There honestly was nothing to change about the evaluation and selection process.
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