Verint Workforce Optimization for a global company
Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate …
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.
Recent Reviews
Pricing
N/A
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
Would you like us to let the vendor know that you want pricing?
1 person also want pricing
Alternatives Pricing
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.
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.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Verint Workforce Engagement (discontinued)?
Verint Workforce Engagement (discontinued) Competitors
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 Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews and Ratings
(31)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
April 08, 2019
Verint WFO - 5*
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 predominantly for the back office functionality. We widely use MY TIME in order to track all off-phone work that is being completed in order to quantify peoples' time worked and their primary Admin to be completed each day.
- The forecasting & scheduling piece within Verint is second to none - It is easy to use, manipulate and the "what if" functionality is great when we are looking at trying new ways of working in terms of out incoming calls/emails & chat
- Verint adherence is one of its biggest strengths, being able to add specific activities for different areas is a by far one of its biggest strengths. This allows for greater reporting and bespoke areas being built for each department.
- Ability to add custom Time Off options is great, this means as a business we can builD accurate and robust Absence ratio reporting, we can also incorporate helping you back to work hours that you can build onto shifts so we can track time given back to individuals for graduated returns and also back to the business.
- The support offered from Verint is another one of their strengths, they have a very quick turn around from when a case is raised to getting on the phone to arranging webex's to try and resolve the situation as swiftly as possible...
- I'm actually really hard pushed to find anything that I struggle with when using Verint. It is an extremely good system, if I had to be picky I would say the only thing that slightly annoys me is the new tab format in version 15.1.
- Verint has a good ROI for our business - The My Time functionality that we use 100% of the time for our back office operations is extremely accurate in giving us what we need in terms of time spent completing a specific operation.
- The only negative for us at the moment would be our calls have dropped recently so we are not optimizing the use of the forecasting tool but in saying that we have branched out into the OMNI channels so we have the added bonus of being able to now forecast for all media types.
I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. We recently upgraded from Version 11 to 15.1 so we are still in the early stages of getting to grip with the newer version and all the added functionality.
February 21, 2014
Sr. Project Manager - Implementation/ Delivery
Score 6 out of 10
Vetted Review
Verified User
The applications are being used in support of call center management and quality monitoring by multiple business units. The applications help provide resource management and scheduling services along with monitoring and auditing of agent activities.
- Verint's product meets the business need to perform resource management
- Call monitoring (audio and video capture)
- Trainers truly understand the products and are very helpful when engaged during the implementations
- Products need to be able to support current operating system and Java revisions on a more timely basis
- Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
- Project managers need to understand the products better so they can be engaged better with the implementations
- System realibility (up time) has allowed delivery of services to the operations, which has allowed them to focus call center activities
February 14, 2014
Don't be afraid of the upfront costs - go with a top provider!!
Score 10 out of 10
Vetted Review
Verified User
Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.
- I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags.
- Launching the product was easy to implement and migrate into our day-to-day business
- Building a Library within the tool was simple.
- Exporting calls made it easy to host calibration calls
- At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so.
- At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together"
- Call Studies - Do not underestimate how you can use this platform to drive ROI through call studies. We did several.
- Call profiles - so we analyzed calls by segments - found that some folks spent in the average time on determining the customer needs but the great thing is can address the outliers.
- Use data to help with pay for performance or shift bids (if in a call center environment).
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.
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.
10000
Retail - large scale provider that offers a wide range of services. In the call center world this retailer has approximately seventeen lines of business.
25
don't fool yourself - you will need a project manager and a system admin. I would recommend having a team (depending on the size of your organization) to utilize and develop reporting.
- Voice of customer
- Quality control
- analytics
- Call Studies
- Mystery Shop
February 11, 2014
Improve Quality with Verint
Score 8 out of 10
Vetted Review
Verified User
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 improve customer experience.
- The end user interface and administration is easy to use
- Ease to integrate with Avaya PBX based on my expertise
- The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
- The solution is robust to work with
- The DB architecture is little complex and has a dependency on how it integrates internally. This is not a big deal, but is not cost effective.
- Single DB to manage complete Impact 360 solution is needed to reduce cost
- QM platform with latest software, DB
- Improvement in Customer Service and experience
- Better resource management
- Improvement in training modules to train new employees
Nice Perform and Call Copy
- Verint has better user interface
- Easy to integrate
- Verint has better user interface
- Easy to integrate
Score 1 out of 10
Vetted Review
Verified User
We use the Workforce Management module, as well as Call Recording and Screen Capture. It is used across multiple Contact Centers, supporting about 1800 Agents. We are required to keep recordings for 3-10 years, depending on type. We use WFM as a scheduling & forecasting tool.
- Verint offers a complete suite of integrated products for Contact Centers
- Call recording is consistent
- Calls are reliably encrypted for security purposes.
- Customer Support resolution times are consistently long, our average resolution on trouble tickets is 12 days
- Communication with our Account team is often delayed. We often have to wait multiple days for a response
- Verint has a tendency to try and upsell us on new products in response to issues with our current product
- 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.
I was not involved in the selection process, however I have worked at 2 companies that replaced Verint with the NICE platform