A Vendor Management System (VMS) used to find, engage, and manage a global external workforce – including temporary workers, freelancers, contractors, consultants, and service workers.
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Verint Workforce Management
Score8.4 out of 10
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Verint Workforce Management is a solution that
forecasts customer demand, analyzes and predicts the number of employees
needed, and optimizes employee schedules to align with demand across contact
center and back-office operations, to help organizations to meet CX and efficiency
goals.
Verint WFM is part of Verint Open Platform,
which helps organizations' customer service operations to lower costs and elevate EX and CX
with AI-powered bots that automate CX workflows. The…
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Pricing
SAP Fieldglass
Verint Workforce Management
Editions & Modules
No answers on this topic
WFM Enterprise
-
per month per user
WFM Enterprise SaaS
-
per month per user
Offerings
Pricing Offerings
SAP Fieldglass
Verint Workforce Management
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Verint offers a named user pricing model with SaaS and on-premise delivery methods.
A well-suited case could be : a) It's valuable during audits (both internal and external ) as it documents history and clear records. Scope of Improvement could be: a) It might not be suitable where the external workforce is relatively smaller, as it could be a costly affair for them.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Some of the accounting dropdowns/combinations are clunky and not easy to use in conjunction with each other
User profiles are not synched with Ariba- sometimes missing information in Ariba would cause invoices to fail/get stuck. Would be helpful to have a hard stop in SAP Fieldglass to prevent such issues
Additional expertise across resources would be helpful. As noted, support itself is responsive and willing. However, we would continue to go through our original implementation contact for knowledge and immediate help.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Usage of the web interface it’s easy and user friendly. iOS app it’s quickly and simple, with just a foto it’s possible to store the invoice and system automatically recognize the expenses. Good integration with credit card company to and excellent functionality to assign the credit card expenses to relative invoice.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
Web interface and iOS app are so simple and user friendly. The functionality that recognizes the expenses working very well. The integration with a credit card company it’s a an excellent functionality that simplify a lot the expenses management
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
SAP Fieldglass offers extensive capabilities for managing contingent workforce, statement of work (SOW) projects, and services procurement. It seamlessly integrates with other SAP products (e.g. SAP SuccessFactors, SAP Ariba) and external systems, providing a unified ecosystem for enterprises using SAP’s suite of solutions. It is highly scalable, suitable for large enterprises with complex workforce management needs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would have to say Fieldglass has made a positive impact, only in that having access to it has opened up some client relationships we didn't have before. I am a vendor to clients using Fieldglass, so I can't really report on the financial successes they may have had by implementing it.
The negative side to Fieldglass, or any VMS, really, from an agency perspective is that it cuts out manager contact. That has a negative impact, both to the agency and the hiring manager. No longer can the managers really explain what they need, and no longer can an agency understand the req deeply. We have to work off of a scrubbed job description which is generally pretty vanilla.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
