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
(1-11 of 11)Companies can't remove reviews or game the system. Here's why
July 18, 2019
Verint Workforce Optimization for a global company
- 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.
- Verint WFO has assisted the business during internal/ external audits and to investigate customer complaints
- Continuous feedback through the quality management framework allows business to improve the service consistently
- More accurate scheduling allows contact centers to handle anticipated customer calls properly meeting business objectives
April 08, 2019
Verint WFO - 5*
- 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.
February 25, 2015
My Review of Verint
Score 8 out of 10
Vetted Review
Verified User
- Verint is meeting the needs of the business. Call center scheduling and shift bidding have greatly enhanced our agent productivity and call handling.
- The demand for WFM and QM has exploded within this organization and the Verint product has become a mission critical solution to the organization. Other departments are realizing the value and see the impact that this tool has had and want to take advantage of it.
February 22, 2014
Verint WFM Review
Score 7 out of 10
Vetted Review
Verified User
- 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
February 21, 2014
Sr. Project Manager - Implementation/ Delivery
Score 6 out of 10
Vetted Review
Verified User
- System realibility (up time) has allowed delivery of services to the operations, which has allowed them to focus call center activities
February 14, 2014
Victory with Verint!
Score 10 out of 10
Vetted Review
Verified User
- Positive impact! Adherence to schedules has improved which in turn helps with external customers experience.
- Lowered abandon rate.
- Efficiency with schedule swaps and time off requests.
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
- 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).
February 11, 2014
Verint call recording review...
Score 8 out of 10
Vetted Review
Verified User
- Faster lead converion
- Increased employee efficiency
- Better customer service
February 11, 2014
Improve Quality with Verint
Score 8 out of 10
Vetted Review
Verified User
- QM platform with latest software, DB
- Improvement in Customer Service and experience
- Better resource management
- Improvement in training modules to train new employees
Score 1 out of 10
Vetted Review
Verified User
- 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.