Deputy is a web-based workforce manager solution. Deputy is designed to help users simplify their scheduling, timesheets, tasking, employee communication and administrative tasks. It includes various apps and one click payroll integration that aim to make workforce management easier. The Deputy platform enables users to schedule in line with demand, prepare accurate payroll, and communicate more clearly. Deputy streamlines employee admin, so teams can focus on what…
$2.50
per user
Verint Workforce Management
Score 8.6 out of 10
N/A
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…
N/A
Pricing
Deputy
Verint Workforce Management
Editions & Modules
Scheduling Only
$2.50
per user
Scheduling, Time and Attendance
$4.50
per user
Enterprise
Custom pricing for enterprise clients
per user
No answers on this topic
Offerings
Pricing Offerings
Deputy
Verint Workforce Management
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
No setup fee
Additional Details
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Verint offers a named user pricing model with SaaS and on-premise delivery methods.
[My own feeling on the subject is] that large teams will probably enjoy the features much more than a smaller team. [In my opinion] I would not have signed up with Deputy had it not been for the integration with my payroll provider. [From my point of view] the cost is not worth it for a small team. [I've found] it has a lot of features geared towards big teams and those are not things you can "opt-out" of from a cost/tier standpoint [as far as I'm concerned].
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
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.
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.
The basic functionality and overall efficiency it provides is enough to renew. I still would like to see improvements in reporting and leave management, but overall it is absolutely worth it to have the program. I especially like having remote access and supervisors scheduling and approving time sheets of employees
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.
Deputy is user-friendly and easy to understand for users with basic to moderate computer knowledge. The Employee is simple and easy for employees to understand. Employees get push notifications when shifts are scheduled and can clock in and out easily directly from the phone or kiosk, or using the website. The only challenge we’ve had is the ability for management to assign leave to employees who have not yet requested time off.
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
Every time I have contacted support they have answered my question within the hour and solved every problem we have had. They follow up to make sure we are satisfied with our results which has been great when we are busy and get distracted
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.
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.
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.
It took me a bit to get all my staff input from our previous scheduling software. However, once all the information was there, everything went smoothly and we were able to start implementing Deputy right away. It did not take long to train my staff and have them comfortable with using the system.
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.
For years we used TimeTrax systems but they were hard to use and required manual downloads of punches, networked setups, and we needed separate setups for each location. When evaluating cloud-based solutions we first tried TSheets, but the higher cost and lack of features made us choose Deputy. Our main complaint about the actual TSheets system was the IPads did not store punches when it first launched so if you lost internet it couldn't store the punches. When we were evaluating the system they were building a police station next door that resulted in intermittent internet outages and the kiosk app basically became a brick until the internet came back on.
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.
We have gone from using deputy simply to schedule a couple of members of staff on coffee shop shifts, to also scheduling staff in the retail unit part of our business, to now also scheduling team days and having remote working staff start on schedule shifts to track their working hours.
Hundreds of man-hours saved monthly that previously was spent on recording hours work.
Holiday management is very clear and support fair treatment of staff.
The 100% accuracy of timesheets is amazing. Once approved thousands of timesheets just land in our payroll system thanks to the export/import functions.
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.
