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55 Ratings
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Verint Workforce Management

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55 Ratings
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Score 8 out of 100

Attribute Ratings

    Likelihood to Recommend

    Sirenum

    N/A
    0 Ratings
    8.0

    Verint Workforce Management

    80%
    42 Ratings

    Likelihood to Renew

    Sirenum

    N/A
    0 Ratings
    6.4

    Verint Workforce Management

    64%
    1 Rating

    Likelihood to Recommend

    Bullhorn

    No answers on this topic

    Verint

    Planning how many Contact Officers we need on a specific date/time where call volumes and average handling times are available works really well. Being able to monitor adherence also works well. When I plan radio operators, I need 10 bums on seats, no AVHT is relevant, and no performance goal is relevant, but I have to make up those figures in order to generate the staffing numbers. I currently have to advertise overtime on a spreadsheet, meaning manual inputting, manually updating of Verint once accepted, etc. I also have to manually count bums on seats because things like breaks and abstractions often distort the true figures.
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    Pros

    Bullhorn

    No answers on this topic

    Verint

    • Verint Workforce Management does a nice job of providing a broad suite of tools that allow us to build out our own back-office WFM program that may differ from other back-office areas.
    • The capabilities of the broader Verint platform tie in nicely with Verint Workforce Management, so we can use DPA, My Time, Scorecard, and Forecasting and Scheduling to manage operations from front to back.
    • User experiences and access can be tailored depending on the roles of the employees so as not to overwhelm someone with too many tools.
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    Cons

    Bullhorn

    No answers on this topic

    Verint

    • Ability to properly optimize events, classes, coachings, etc for Outbound specific groups.
    • Having Verint forecast lists for queues after adding historical weeks in.
    • Removing someone from a class that has moved to another organization and is no longer visible within mine.
    • No limit on the number of pauses. This is causing a major issue at my company around adherence and a lot of unnecessary time for my team to go in and add exceptions in order to have their adherence look correct.
    • When submitting a coaching request in the module, give the submitter the ability to select all of their employees but also select only one employee per session. This is the biggest complaint among the staff about using the Coaching Module. They don't like that they have to submit multiple requests for One-on-Ones for each employee and would prefer to submit one request and have it communicated to Verint Workforce Management that there should only be one person in each session.
    • Sorting by shift event time is no longer an option in the Calendar screen.
    • I preferred the Calendar screen when I was able to view all employees at once, and now it is limited to 50 per page.
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    Pricing Details

    Sirenum

    Starting Price

    Editions & Modules

    Sirenum editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Verint Workforce Management

      Starting Price

      Editions & Modules

      Verint Workforce Management editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Verint offers a named user pricing model with SaaS and on-premise delivery methods.

        Pricing Info

        Likelihood to Renew

        Bullhorn

        No answers on this topic

        Verint

        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.
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        Alternatives Considered

        Bullhorn

        No answers on this topic

        Verint

        All achieve nearly the same results, Verint performs better in Time off Management, however other User Interface is more up to date and perform better in shift bidding and some are quicker and more flexible in terms of scheduling.
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        Return on Investment

        Bullhorn

        No answers on this topic

        Verint

        • Definitely Verint has improved our service goals related to Staffing. It's a no brainer.
        • The Style of employee self service has improved admin productivity.
        • Reporting has been tough; We write our own to supplement the stock reports. Going to the cloud is going to be difficult for us.
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