Maestro is an employee performance and talent mangement software solution offered by Madison.
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Verint Workforce Engagement (discontinued)
Score 6.9 out of 10
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Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities.
The product is discontinued.
Maestro is well suited for demand planning scenarios if you need to adjust your plan based on historical data. With the Demand Override option, the plan can be easily derived to the least granular level of the hierarchy. There are ML features to handle the outliers in our plan. This is less appropriate if you want to migrate more custom and complex logic from SAP APO.
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Customer Support - I appreciate that I always get a quick response, if not immediate with easy to follow solutions to my concerns/issues. Their customer support team is always positive, friendly and helpful!
Easy to Learn and Understand - I am not great with technology but I find Maestro easy to learn, use and navigate. It is very user friendly.
Ability to Easily Update Charges - I appreciate the ease of access to Member and guest billing and folios and how easy it is for me to post, remove or reverse charges as need be.
One Interface - I appreciate being able to track member information and reservations in one area! What a great tool.
Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
Automated task scheduling - educated planning.
We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
Scorecard reporting –Visibility over performance.
Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
I think the system needs better documentation, hard to find all the features and where to configure things
I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
AI guidance can be used to identify the outliers with minimal time. The system will provide the high-priority exceptions with clear context and suggested actions. If we modify the forecast, it will immediately recalculate the capacity, component availability, and margin impacts. Demand Preview and Supply Network planning can provide KPIs like Total Demand and Total Supply forecast. These KPIs can be used to check the performance of the production plants.
I love Maestro support! They are always available or get back to you quickly. The employees that work at Maestro must get treated well because they are always positive and patient on the phone with me. And, even though I am not great with technology they always help me find a solution.
I have experience with SAP IBP in my previous organization. Compared to IBP, Maestro uses the concurrent planning engine. The Performance of Maestro is better. SAP IBP is mainly built for the SAP Environment. Maestro can be used with different ERP systems as well. We were having some non-APO market planning. Maestro can be used to address this scenario as well.
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
