Likelihood to Recommend This product was marketed to us as a school and several schools in our area use the program. However, the implementation team we were set-up with had limited school experience and we are still working on the best way to do some of the timekeeping issues where I know that could have been handled better. That being said from a payroll and reporting side it has been great to capture so much data (at times almost too much) and have the system do automatic allocations of salaries and general ledger reports. The reporting takes some getting used to, but overall I've been able to run reports to see and track just about anything I want. Our employees also love the self service compared to our previous products where they can make W4, direct deposit and other updates on their own without having to get HR involved.
Read full review On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Read full review Pros I personally feel like timekeeping is very well thought out and has some powerful tools built in. There is a bit of a learning curve but with strategically placed SMEs we were able to get the use and functionality we needed out of the system. Workforce planning has been crucial in planning operational support in our retail and customer service centers. It is also editable and modifiable as needed. Read full review Blended forecasting – shift variety. Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon. Automated task scheduling - educated planning. We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings. Scorecard reporting –Visibility over performance. Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level. Read full review Cons Reporting - some of the reports' names do not coincide with the data that is pulled from the system System errors - the system crashes regularly on us with no real explanation why Punch accuracy - sometimes the punches from the timeclocks do not feed into the system Read full review I think the system needs better documentation, hard to find all the features and where to configure things I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1 Read full review Likelihood to Renew Now that the system is installed and operational, the "pain is gone"...therefore we see no reason to change to a different application. There is no functionality that is missing from the system that would drive us to consider another solution at this time. Maintenance support from Kronos is sufficient and updates occur regularly.
Read full review Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Read full review Usability Because its great
Read full review Support Rating Having no experience with Kronos prior to using it in March 2016, their customer service team taught me how to use it the right way after my initial training at work. I am well-versed in data analysis using Excel and Access primarily, so once I discovered that Kronos had a reporting feature built in, I've used the feature quite a few times to help our properties evaluate their production costs and make good labor decisions. I give Kronos a 10 because once a person takes the time to learn how to use the software, they'll realize that Kronos is far more effective than most, and gives users more ways to access their information where and when they want to.
Read full review Because its excellent tool
Read full review Implementation Rating I do not have any key insights regarding implementation of Verint
Read full review Alternatives Considered Kronos and Dayforce are the two timekeeping systems I’ve worked with in recent years. Kronos feels a little more comprehensive and is my primary timekeeping tool both for myself as well as my staff. Kronos is a great tool for a wide range of shifts, working locations, and pay codes. In this context, I would pick Kronos over Dayforce. On the opposite side, Dayforce is extremely user-friendly and has a “cleaner” user interface if that is a contributing factor for anyone. Also, for managers who oversee large teams (30-50 team members) then Dayforce is a bit more simple to approve time cards, hours, and leave. Kronos is a bit clunky with all the clicks, and managing large teams of hourly employees would be a huge time suck to go in to review/approve all.
Read full review Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Read full review Return on Investment Kronos is much more expensive than the previous systems we were using, so at this point the ROI is negative. The idea is that it will allow us to scale and grow the company more easily so time will tell if that is the case. Read full review The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon. User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users. The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason. Read full review ScreenShots