SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.
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Verint Workforce Management
Score 8.2 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
SpiceCSM
Verint Workforce Management
Editions & Modules
No answers on this topic
WFM Enterprise
-
per month per user
WFM Enterprise SaaS
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per month per user
Offerings
Pricing Offerings
SpiceCSM
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.
SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
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)
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.
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.
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
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.
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.
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.
Ability to sort callers and filter them to certain phone lines based on customer account information.
Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
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.
