Australian company Skedulo offers their eponymous workforce management software optimized for managing a team of mobile employees working in the field.
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Verint Workforce Management
Score 8.7 out of 10
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Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations. Verint aims to help its customers achieve: Lower costs by eliminating overstaffing and unnecessary overtime Reduced attrition rates and increased…
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Pricing
Skedulo
Verint Workforce Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Skedulo
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.
Skedulo fits our needs for scheduling and uploading documentation for our medical research studies. Our phlebotomists are able to accept and decline jobs based on their availability and are able to give a decline reason. This is invaluable to us as time is important, and getting these appointments scheduled is imperative.
Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too
Forecasting. We are regularly 97% - 99% accurate on our forecasts.
Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.
Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.
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.
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.
Overall it functions as intended and needed to manage staffing. I would like to see more improvements in FTE requirement calculations that help us enable use of staffing ribbons & further automation.
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.
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.
We actually use Skedulo as our only dispatching appointment program. Salesforce is not like Skedulo, but we use them together daily to ensure on-time specimen draws, delivery, and payout for all visits completed. Skedulo is very easy to interface with other programs.
Another product we use is Intradiem. I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use Intradiem that much, so I wouldn't be able to say all good.
We were then able to recognize trends and patterns
Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations.
Meeting service level goals is now manageable in most cases, allowing improvement across the board.
