Mattersight Predictive Behavioral Routing (discontinued) vs. Verint Workforce Management

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

Incentivized

I think Verint Workforce Managementi s well suited for all scenarios. No system is perfect, but understanding the gaps allow you to be effective considering those gaps. The one scenario I can think of is if you don't need to forecast. We have some departments where volume is controlled (example Outbound). Because of the business model we have staffing on a given day or hour isn't important. Only agents are working 40 hours a week.

Incentivized

• Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
• Contains governors to minimize the impact on agents and customers during busy periods.
• Ease of integration into our existing infrastructure.
• Sales/support teams from Mattersight are fantastic.

Incentivized

• I love the color ribbons that can be set up universally for all our business lines.
• The mobile application is easy to use and our agents love it.
• I love the security within the application- customizing who gets what access is great!

Incentivized

• ISG could use more in depth reporting that is available on demand.

• Usability from the end user. Our leaders in particular struggle with navigation and getting the information they need
• Forecasting solutions outside of the basic call center. We do forecasting for back office groups and need to use different models than what is offered today, This requires us to do forecasting outside of Verint Workforce Management.
• Improved Schedule Change request. Our business has a more flexible model for SCR. While we use the shift bid for other purposes, we need more flexible way to allow reps to submit for SCR

Incentivized

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.

As someone who was new to the WFM world just over 2 years ago but very tech savvy I found it very not user friendly. The interface is not intuitive from a rep perspective or an administrator perspective. While Verint Workforce Management could benefit many organizations at our company the user interface is holding back other organizations from wanting to implement it.

Incentivized

The team always work diligently to provide answers to my questions and fixes to my issues. The support team has remained consistent and is familiar with our business needs and that is something that is very beneficial as we grow and change

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

Incentivized

I find that Verint wants to give you a lot of customisation options, but this can potentially lead to a lot of work, but is also offers us something that we didn't have before, the opportunity to give benefits back to our employees with tools like request leave, shift swap, shift bidding, timeflex, etc. This is why we chose Verint Workforce Management.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction

• Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.
• Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.
• We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.

Incentivized