Verint Workforce Engagement (discontinued) Reviews & Ratings 2024

Overview

What is Verint Workforce Engagement (discontinued)?

Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.

Verint Workforce Optimization for a global company

8 out of 10

July 18, 2019

Incentivized

Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate …

Verint Workforce Optimization - does as the name suggests...

9 out of 10

May 29, 2019

Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality …

Verint WFO - 5*

10 out of 10

April 08, 2019

Incentivized

Verint WFM is used within GB and primarily in our biggest call center, we use it for all departments so we can track adherence and …

My Review of Verint

8 out of 10

February 25, 2015

We use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire …

Verint WFM Review

7 out of 10

February 22, 2014

I used the Verint Workforce management product at a previous company where I was a Telecom Engineer

We used the product for …

Sr. Project Manager - Implementation/ Delivery

6 out of 10

February 21, 2014

The applications are being used in support of call center management and quality monitoring by multiple business units. The applications …

Victory with Verint!

10 out of 10

February 14, 2014

Across the board in our customer service department.

Don't be afraid of the upfront costs - go with a top provider!!

10 out of 10

February 14, 2014

Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new …

Verint call recording review...

8 out of 10

February 11, 2014

I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used …

Improve Quality with Verint

8 out of 10

February 11, 2014

Verint is used by one of the business units in the organization with a capacity of 120 users. We needed Verint for quality monitoring to …

3 out of 3 companies I have worked replace Verint with something better!

1 out of 10

February 11, 2014

We use the Workforce Management module, as well as Call Recording and Screen Capture. It is used across multiple Contact Centers, …

Read all reviews

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Pricing

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Verint Workforce Engagement (discontinued)

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Unavailable

What is Verint Workforce Engagement (discontinued)?

Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The…

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Alternatives Pricing

Genesys Cloud CX

$75

per month

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Talkdesk

$85

per month per user

What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Product Details

About
Competitors
Tech Details
FAQs

What is Verint Workforce Engagement (discontinued)?

Verint Workforce Engagement (discontinued) Competitors

Mattersight Predictive Behavioral Routing (discontinued)

Verint Workforce Engagement (discontinued) Technical Details

Operating Systems	Unspecified
Mobile Application	No

Frequently Asked Questions

Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.

Mattersight Predictive Behavioral Routing (discontinued) are common alternatives for Verint Workforce Engagement (discontinued).

The most common users of Verint Workforce Engagement (discontinued) are from Mid-sized Companies (51-1,000 employees).

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Comparisons

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Reviews and Ratings

(31)

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July 18, 2019

Verint Workforce Optimization for a global company

GC

Gilbert Chinapen

System Administrator

Sportsbet (Gambling & Casinos, 501-1000 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate forecasts and schedules across multiple teams with varying requirements. The solution is global and provides forecasting and tracking functionality for the company worldwide. All employees from agents to managers have access to the application which assists with the day to day management of resources as well as improves forecasting team schedules. The solution is fed from diverse CRM systems and provides the following functionality:

Demand forecasts, scheduling.
Rotational shift planning.
Time off management.
Audit Trail.
Pop-up alerts and email notifications.
Real-time adherence.

Pros and Cons

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.

Ease of implementation and integration to get the feeds from other systems.
High availability and disaster recovery.

Likelihood to Recommend

Easy to scale up, especially for a company with staff in different locations.
Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
Highly customizable system for administrators and resource planners.
Time off management including automated holidays, shift swap.
Requires specialist support to get the system working.

Return on Investment

Using one global WFM system instead of different products makes it easy for management.
Reduced the cost of implementation as we use the same product worldwide in different locations.