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
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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…
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- Premium Consulting/Integration Services
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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.
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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).
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Reviews and Ratings
(31)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
February 22, 2014
Verint WFM Review
Score 7 out of 10
Vetted Review
Verified User
I used the Verint Workforce management product at a previous company where I was a Telecom Engineer
We used the product for scorecards/statics and scheduling across multiple departments, it provide a uniform scheduling and scorecards for different call centers that have different phones systems
- Sheduling
- Scorecards
- Accurate statistics
- Stable
- 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
- It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
- Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball
IEX by nice has all the same features as far as WFM products go and the price is similar. However, in my opinion, Verint has the better user interface and, in turn, is easier on supervisors and agents alike .
300
Call Centers Agents /Call Center Supervisors
2
Telephony and WFM analyst
- Scheduling
- Stats
- Scorecards
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
Verint call recording review...
Score 8 out of 10
Vetted Review
Verified User
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 to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.
- Managers can listen to incoming/outgoing calls for review
- Call can be used for training purpose
- Customers satisfaction that the calls are being monitored
- It has been slow when identifying a call in database
- Saves calls only from past couple of months
- Faster lead converion
- Increased employee efficiency
- Better customer service
I wouldn't know this...
500
Call recording team to review, analyze and manage the calls is my business function in the Call recording team
10
Analyst in Call recording team who can review, analyze and manage the calls is the types of people or skills required in the Call recording team
- Customer Service
- Employee efficiency
- Customer complaint follow up in the database
- Listen to calls
- Record and save calls
- Analyze the calls from the system
- Manage the calls in database
- not sure
Not Sure
- Product Usability
- Product Reputation
- Vendor Reputation
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
- Analyst Reports
- Third-party Reviews
not sure if i can elaborate on the single most important factor in company's decision.
not sure how I might have changed the evaluation and selection process that I just went through
- Professional services company
- Don't know
Verint
Change management was a small part of the implementation and was well-handled
Not sure what lessons regarding change management I took away from implementing Verint
- Nothing
- Everything was great
It always provides exceptional support
- Everything is easy to perform using Verint
- Everything is elegant to perform using Verint
- Everything is great to perform using Verint system
- Nothing is particularly difficult or cumbersome to perform using Verint
- Everything is easy to perform using Verint