Shiftboard vs. Verint Workforce Management

It's a great intro into a workforce management tool, but our use of it is basically as a calendar without it being linked to our actual calendars. It's just another tab that we have to keep open throughout our workday. It's great that we're able to see everyone who is working at what time and what channel of support, but I believe that there are visual aids that can be added to it to make everything much easier to read and more user-friendly.

Incentivized

I believe that Verint Workforce Management Enterprise does offer a lot of potential for frontline leaders in the business to help manage staff, like adding coaching and overseeing performance through scorecards, however it is definitely not as fit for purpose as we would have hoped for the staff that oversees the application. The system is very dedicated to call centre metrics and results, but half of our business (physical stores) is unable to utilise these benefits (eg. combined queues, accurate FTE required/scheduled functionality across sites)

Incentivized

• Mobile accessibility
• Cloud-based software
• Compliant with all necessary information security standards

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

• The ability to print a month view of the schedule would be a great benefit.
• The signup list is a great feature, but there are too many steps to make it easy to use.
• The bulk add and delete process works well, but tends to be confusing for users.

Incentivized

• When entering leave requests, each entry for a single person must be completed independently unless the days are consecutive. E.g., John wants a Tuesday and Thursday off in 1 week, but needs to work on Wednesday. 1 entry must be made for Tuesday, then another for Thursday, as multiple entries cannot be made at the same time.

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.

I gave this rating because Verint Workforce Management consistently delivers accurate forecasts, clear visibility of staffing gaps, and reliable long‑term planning insights. It simplifies complex modelling, supports data‑driven decisions, and improves confidence in resourcing and budgeting. Overall, it strengthens workforce planning effectiveness and reduces the manual effort previously required. Thanks.

Incentivized

I never sought out Shiftboard support.

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

We have not used another product like Shiftboard at our company.

Incentivized

Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.

Incentivized

• Effective allocation to proper shows/projects for our network
• Effectively catches any discrepancies between scheduled hours and actual hours for employees
• Requires significant manpower to maintain scheduling accuracy

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