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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Zendesk Talk
Score8.2 out of 10
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Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
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Pricing
Verint Workforce Management
Zendesk Talk
Editions & Modules
WFM Enterprise
-
per month per user
WFM Enterprise SaaS
-
per month per user
No answers on this topic
Offerings
Pricing Offerings
Verint Workforce Management
Zendesk Talk
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Verint offers a named user pricing model with SaaS and on-premise delivery methods.
I think Verint Workforce Managementi s well suited for all scenarios. No system is perfect, but understanding the gaps allow you to be effective considering those gaps. The one scenario I can think of is if you don't need to forecast. We have some departments where volume is controlled (example Outbound). Because of the business model we have staffing on a given day or hour isn't important. Only agents are working 40 hours a week.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Usability from the end user. Our leaders in particular struggle with navigation and getting the information they need
Forecasting solutions outside of the basic call center. We do forecasting for back office groups and need to use different models than what is offered today, This requires us to do forecasting outside of Verint Workforce Management.
Improved Schedule Change request. Our business has a more flexible model for SCR. While we use the shift bid for other purposes, we need more flexible way to allow reps to submit for SCR
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
As someone who was new to the WFM world just over 2 years ago but very tech savvy I found it very not user friendly. The interface is not intuitive from a rep perspective or an administrator perspective. While Verint Workforce Management could benefit many organizations at our company the user interface is holding back other organizations from wanting to implement it.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Everything about it works, as I have previously detailed. Coming from different companies and using other tools like Twilio or Aircall, those are VOIP tools that are built to be plugged into other tools, Zendesk Talk is natively built into Zendesk and feels correct in the user experience of Zendesk
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I find that Verint wants to give you a lot of customisation options, but this can potentially lead to a lot of work, but is also offers us something that we didn't have before, the opportunity to give benefits back to our employees with tools like request leave, shift swap, shift bidding, timeflex, etc. This is why we chose Verint Workforce Management.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We were able to reduce global headcount by 20% in our call centers.
Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
