Verint Workforce Engagement (discontinued)

Most suited scenario: Large contact center with multiple locations and complex call routing and transfer logic. Couple this with stringent requirements for 100% call recording. This can additionally include screen recording while the agent handles a call, pausing and resuming call recording to avoid recording of data such as Credit Card details. Less suited scenario: Smaller contact center on a budget with not so stringent call recording requirements

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.

Understand the architecture that the release of Verint you are purchasing will require then determine if the IT infrastructure teams are able to support what Verint requires. Our database teams need to maintain an archaic SQL solution solely for Verint so understanding what is required before making this large capital investment is pertinent.

Can we do this Cheaper? Do we need extra features that are not available out of the box? Are there competing products with a very similar feature set? Can we build WFM in house since this is just a DB and a webfront getting FTP data from PBX.

This solution works well for organizations which have multiple sites and resources spread across multiple locations. Also for monitoring and auditing agent activities.

Should make sure that it fits all of your needs and future needs. Verint does a great job with support and answering all questions.

Making sure the demo is done with your own organization's data would be one of the key things I would advise others of. This is critical because you want to see how the platform will perform and look with relevant data. Of course, well suited for call centers, quality control environments. Ensure that you will be able to drive actionable tasks as a result of using this platform. Merge systems together, i.e., (WFM, Voice of customer, Quality).

How long is the call recorded for?
How many years will they be able to save the calls for?
What is the quality of recording?
Will the call recording be saved under the company's or Verint server database systems?
What are the features that makes Verint unique from other different companies accross the world?

Why do I need QM ?
What is the objective if Verint is implemented?
What features to look at?
Cost comparison with other competitive products?
Is there a need/scope to improve customer experience?

I would not recommend Verint to a colleague. I would suggest NICE, Calabrio or CallCopy.