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.
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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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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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(31)Attribute Ratings
Reviews
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July 18, 2019
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 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.
- 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.
- 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 WFM provides a lot more functionalities which met our requirements. It is also integrated with a wider range of CRM systems.
Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service.
- Robust and standardized deployment making it less time consuming
- Backed up by world class support
- Seamless integration with other industry leader products such as Genesys, CISCO etc.
- Could use out of the box notifications/ alarms for loss of call and/ or screen recordings
- The logic used in the mapping of agents vs place sometimes results in the mismatch of calls when used in a hot-desk environment
- Reports are only available with timezones where a reporting server is located and not contact center 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
Verint offers an industry standard package of-up-to-date WFO software that:
1. integrates well with other contact center solutions
2. has a standardized and robust deployment
3. is backed by industry-leading support services
4. is one of the oldest player in the market
5. compresses audio recording to reduce the storage
6. uses redundant architecture to avoid loss of service
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.