ServiceNow Customer Service Management vs. Verint Workforce Management

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!

Incentivized

• Allows for clear communication between help desk and end users.
• Provides a clean inventory option for both hardware items and software licenses.
• Navigation is very intuitive and user friendly.
• Many reporting features for all levels of the company.

Incentivized

• Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
• Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
• Verint also processes PTO requests very smoothly and in a way that makes sense.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

• It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.

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.

ServiceNow Customer Service Management has been in our organization for quiet a while now. We tried other solutions as well. But they were not as effective as as ServiceNow Customer Service Management, either they're not cost effective or they lack the features. ServiceNow Customer Service Management however, is a complete package it's soft effective and it comes with the features that suffice our business need. In a nutshell ServiceNow Customer Service Management is what we need!

Incentivized

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

Incentivized

Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Incentivized

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.

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

ServiceNow Customer Service Management is much more configurable and "Enterprise-Ready", but doesn't work as well out of the box and doesn't guide you into deploying a service ready workflow.

Incentivized

We went through some vending consultants back in April, along with others was kind of selected, but we came from Aspect, it was more of an on-prem solution. So we were looking to update to the cloud to get more just to work well with others and other vendors that we can use to get our data.

Incentivized

• The negative impact for my team is the delay in team completing tickets but not a system issue.
• A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
• Negative impact is that there is no user job aid or helpful tools for new users.

Incentivized

• 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