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Verint Workforce Management

Verint Workforce Management

Overview

What is Verint Workforce Management?

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs…

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What is Verint Workforce Management?

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to…

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Product Demos

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How Workforce Management Helps with Work from Anywhere

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Product Details

What is Verint Workforce Management?

Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations.

Verint aims to help its customers achieve:
  • Lower costs by eliminating overstaffing and unnecessary overtime
  • Reduced attrition rates and increased employee engagement
  • Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time
Mobile options enable staff to receive alerts and manage their schedules from anywhere.

Verint Workforce Management Features

  • Supported: Multi-Channel Forecasting and Scheduling
  • Supported: Skill and Proficiency-Based Scheduling
  • Supported: Intraday Management
  • Supported: Real-Time and Historical Adherence
  • Supported: Request Management with Automation Rules
  • Supported: Employee Self-Service
  • Supported: Shift Bidding
  • Supported: Vacation Bidding
  • Supported: Flex Scheduling
  • Supported: Overtime and Voluntary Time Off Automation
  • Supported: Mobile Applications
  • Supported: Dashboards
  • Supported: Performance Management with Scorecards, Coaching and eLearning
  • Supported: Long-Term Planning

Verint Workforce Management Screenshots

Screenshot of Tracking QueueScreenshot of Employee Schedule on MobileScreenshot of WFM DashboardScreenshot of Forecast & schedulingScreenshot of Employee Time Off Request Details on MobileScreenshot of Swap Post OptionsScreenshot of Mobile Updates & NotificationsScreenshot of WFM Agent Portal

Verint Workforce Management Videos

Verint Workforce Management Competitors

Verint Workforce Management Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Chinese, Dutch, English, French (Canada), French (France), German, Hebrew, Italian, Japanese, Korean, Polish, Portuguese (Brazil), Russian and Spanish.

Frequently Asked Questions

Calabrio Teleopti WFM, Alvaria Workforce, and Genesys Cloud CX are common alternatives for Verint Workforce Management.

Reviewers rate Implementation Rating highest, with a score of 7.5.

The most common users of Verint Workforce Management are from Enterprises (1,001+ employees).
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Reviews and Ratings

(122)

Attribute Ratings

Reviews

(1-25 of 88)
Companies can't remove reviews or game the system. Here's why
Samantha Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We had been using excel spreadsheets and manually created schedules for years and it had become incredibly time-consuming, not centralized, and not as accurate as we would have liked. By using Verint Workforce Management, we've been able to forecast, make real-time changes, and be efficient while raising awareness on the importance of following schedules and the planning activities.
  • Forecast Accuracy
  • Real Time Changes
  • Reporting
  • Access to changes that have been made, like the history of a schedule change and if something is overridden.
  • The ability to copy and paste.
  • Ability to notate on days that an event might have happened, like a closure or weather event.
The Verint Monet tool has well suited our needs as we are a smaller-sized contact center and were new to the cloud-based WFM tool world. The Verint Monet team has continued to work with us to integrate changes we have made to our contact center like adding in and customizing our live chat processes along with our new queued call back feature.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint WFM mainly for our call center. We do use Verint in other aspects of our business but the bread-and-butter is with our call center staff. The WFM team is in the thick of it every day. As a Telecom Engineer, I support the WFM team. Otherwise, we've found really no issues with Workforce Management. It's been stable.
  • Scorecards for Employees
  • Forecasting and Scheduling
  • PTO Calendar for Employees
  • A more streamlined GUI
  • Mapping a new work queue has too many steps which is slightly cumbersome
Verint is well suited for a large organization; specifically for alot of employees as it manages PTO Calendar, Forecasting and Scheduling for the call center, calculating KPIs for calls, and evaluating employees under the Scorecards.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Workforce Management for scheduling and forecasting. This makes seeing the big picture much easier. Entering time off or project time (example) is quick and easy. It sends alerts if I have overlapped other things scheduled for that advocate. It is easy to use and helps us keep things very static.
  • Time management.
  • Alerts when needed.
  • Forecasting.
  • You have to manually update each advocate for as long as you have forecasted. There is no way to auto-fill them in.
I am fairly new to the Verint Workforce Management role, It has been quick and easy for me to navigate. It has tremendously helped us keep schedules static and accurate.
The alerts that is sends, lets me know if I have over ridden something, helps make time management seamless. Updating RTS is quick and easy!
Stephanie Claycomb | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint to manage our contact center reps who support phone calls, chats, and emails. We use it for PTO scheduling, staffing, and forecasting, as well as adherence and performance management. We use it to view real-time performance as well as forecasted performance for our teams. We manage over 12,000 users in the application and have several WFM teams that support different areas of our organization.
  • Time off scheduling is easy and automated!
  • Adherence is easy to view and manage.
  • Forecasting and scheduling are made easy using Verint.
  • Automated alerts when users have exceeded their allotted lunch time in minutes.
Verint has freed up our WFM analysts to work on more complex items and keeps the simple tasks, such as approving time off, automated and easy. We really like that the application also integrates with other tools such as our desktop process analysis functionality. It makes performance management easier.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Verint Workforce Management for each branch is being used at Capitec Bank. We have the solutions running and integrated to other platforms to ensure all employees have schedules and forecasts. All employee schedules are needed to accurately reflect what and how we use the software optimally. The contact center and branch staff are being scheduled using complex rules, but, at the click of a button, the complex rules are being used in background to ensure the best run schedule with least amount of manual scheduling interventions required all whilst providing accurate forecasts too.
  • Workforce scheduling
  • Workforce management and forecasting
  • Headcount and budget tracking
  • Adherence to schedules
  • Overtime calculations automated using the time record, actuals, and schedules
  • Tactical and Strategic forecasts using one run forecast
  • Data marts
  • Flexible scheduling rules with some automation of schedules
Verint Workforce Management is an easy-to-use and intuitive solution with plenty of configurable options to ensure the solution caters to most industry types and company types. There are enough options and rules that can be customized to ensure most if not all, business rules can be catered for.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use Verint Workforce Management for planning and forecasting, it's also used in the organization for quality. I run into problems using the reporting functions of it & when forecasting & running IDPs/requirements for small queues where it often over inflates HC needs running 20% occupancy.
  • adherence tracking
  • request management
  • generating schedules
  • low volume queue forecasting
  • reporting
  • shift bids
Verint Workforce Management is well suited for larger campaigns with minimal queues impacting projected staffing. I find it over inflates requirements on multiple small queues resulting in more required staff than really needed. Multi-skilled agents are also being counted as multiple FTE in staffing projections by design. This shows views of overstaffing when we are understaffed.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Workforce Management for forecasting and scheduling. This is used to manage our daily operations
  • Loads and moves quickly between modes
  • Accurate forecasting based on historical data
  • Accurate headcount of employee schedules
  • The potential of crashing
  • Some of the functionality is limited
Its great for Forecasting but it may not work in all situations based on workforce size
Drew Klein | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
WFM Schedule, forecasts, quality. Gap in completion of installation of version 15.2.
  • WFM
  • Schedule
  • Forecast
  • Telephony
  • In my opinion, UI lacks intuitive design and foundation
Great at schedule planning, forecasting and publication.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Created a consistent staffing model throughout our branches, helped show where the staffing gaps were, and helped with decisions on how to fill those gaps.
  • Reduce staffing gaps
  • Access to reports
When we first created floater positions, Verint Workforce Management helped show us where the gaps in staffing would be and we were able to fill those gaps with a floater.
September 07, 2023

Verint review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Workforce analasys, scheduling, forecasting, and intraday management.
  • Forecast tool has graphical displays.
  • Many options for scheduling
  • Menu is easily to utilize
  • help menu
  • loading screens, bugs, glitches
  • simpler base scheduling system
Verint does well with the graphing of the forecast and visualization of projections. Improvement could be made in viewing all of a campaign's reps on less pages. Time off and volunteer approval could be reviewed and enhanced.
September 07, 2023

Benefits of Verint!

Alison Jones | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Verint to manage our schedules- when we have our breaks, lunches, and other meetings that take us away from our desk. It helps management to know how everyone is spending their time and also helps our customers to have people available during the times they really need us.
  • manage schedules
  • organizing
  • communication
  • a lot of areas to navigate through
  • information overload
Verint is helpful for organizations that want/need to organize their employees' time spent during their shift, to ensure that customers needs are met.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
In our organization, the start of the product is how many associates we need on a daily basis to meet our KPIs. So we start with the forecasting and determine how many we need. We then, in turn, use that to schedule the right number of associates on the phone to maximize our customer wait time. We really want to keep our wait time lower than 90 seconds, if at all possible. And then for long-range, we use it to plan out any long-range goals like is our turnover going up or down and do we need to hire some more to be able to balance that out. We utilize that product for that as well.
  • I would have to say probably the thing that the associates like the most about it is the ease of use. Number one, it has a mobile application as well, so we haven't turned that on yet, but they're all looking forward to it. But they can schedule in real-time vacation requests, overtime requests, and get an immediate denial or approval. So the associates really like that.
  • I would have to say from a data and analytics aspect, room for improvement would be on the reporting side. The reports are easily digestible. They're either HTML or CSS formatted and you can't really pull them into a larger database. So that would be the only area of improvement I see.
I think it's less appropriate. I'll start with that. For a very smaller group, if you have less than say 30 associates, I don't think it's worth the setup time in order to implement it, but we have over 700 frontline associates on it and so it's very suited for large groups, especially if your associates are multi-skilled where they can handle different types of customers. You could never do that yourself on a spreadsheet. You need something as robust as this software to be able to do that for you.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We go in and we set up different alerts for our users through DPA or through voice recording. Let's say a customer calls in and says they have a certain healthcare issue, an alert pops up and tells them where to send that customer via which website. That will better help that customer get to what they're looking for.
  • I think the voice recording is pretty well because we can look back through a conversation with a customer and see how it was transcribed and get the information we need. It also does a good job of, let's say we're talking to a customer and they start giving personal information that shouldn't be recorded. It does a good job of not taking that information in. So I think that's very cool.
  • Personally, I think it might be able to do a better job at alerting, but that could be my knowledge and not really the product. We're actually going to be working some knowledge transfer with one of your companies to better train us on the product and to make sure we're using it to its full capabilities.
I feel it's well suited for what we currently use it for. Like I said, we use it for our call center reps and just to track the conversations they're having with some of our customers and to make sure that they're providing them the right direction that they need. So I think it does that well. I'm not sure about the second part.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have a whole department of workforce management, so they use it for workforce management, scheduling, forecasting, and that kind of stuff. We also use it for quality control, call recording, quality management, and speech analytics. And we're starting to get into a little bit of performance management as well.
  • They do a really good job of taking all of the factors like when people want to work, what skills do they have, what time do they prefer to work, and blending that all together with the requirements that we have from their customers and creating schedules for that to make it fit and optimize the fit of the number of people working versus the number of people that need to work.
  • So on the workforce management side, the biggest glaring error, well not error, but something they could definitely improve on is they do schedule preferences by week. In Europe, they don't work by week, they work by month. So one area they could definitely improve on is to be able to do schedule prefacing on a monthly basis.
I would say because of the cost of ownership, it's more appropriate for companies that are larger in size, like over a hundred employees, for less than a hundred employees it's like shooting a fly with a Cannon One. It's overkill for what they need, but it does a really good job for the larger companies because you're trying to schedule a thousand employees. It can do it in hours versus what it would take you weeks to do manually.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's our forecasting and scheduling for our agents who are on the phones. We basically assist our patients for our clinics up in New York, especially in the five boroughs. Whenever they need to schedule an appointment or have questions about their health, they call the 800 number which routes them to our contact centers. Then what we do is we analyze those patterns using Verint to put the staffing in the right places.
  • For one, from a user standpoint, for me to look at what an agent does on a day, the way they break down the different states is really good. How it breaks it down by interval, whether it be 15 minutes, 30 minutes, or a full day, the way visually it looks is really, really good. Another thing is doing mass scheduling. Scheduling big groups of people, like hundreds of schedules as opposed to doing them one at a time. Putting the breaks and lunches, the optimization, it does really well. Wow! For someone like a novice to come in and not have much background in the industry and have to show them how it works. It's pretty straightforward. So a lot of people, they catch on quickly with it.
  • I guess the ability to gather data as far as specifics that we need in our industry, and I'm only speaking of our group being able to see average channel time shrinkage in a real-time state. I think that's probably where it comes through as we need more robust technology on it, because right now in the version that we're using, we don't really see it in real-time. We kind of get it afterwards, maybe 15 minutes, 30 minutes later.
I would say strong-suited. When it comes to creating campaigns, it's really straightforward, creating schedules, creating blocks of schedules for a particular group, and also being able to fine-tune it. Those are really the points that I've noticed over the last two years. Some things that I guess I wish that it could do would be more drag and drop, so to speak. I know in other platforms you're able to just move groups just by clicking and dragging them, highlighting them, and moving them over, whereas this one's a little bit more intentional. It's kind of like, move next step, move, move. Next step, move, move. If it was just more, I guess more graphical
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Moving Agents from Team to Team. Setting schedules with start and end of tours, breaks, lunches, training, committee work and such. I guess the biggest problem is trying to scale workforce and load balance for the different departments. With an influx of calls based on any situation and folks with vacation and calling off for illness, it can be tricky to meet the needs of the business.
  • Adherence
  • Avg Handle Time
  • End of call time off.
  • Easier to pull multiple areas of data.
  • AI
Providing detail to upper management on our headcount and keep them posted in real time.
June 15, 2023

Great WFM product

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Forecasting and Scheduling to plan for back office queues and phones as well as delivery optimized schedule recommendations to Operations. Request Management for time off, over time, shift swaps, shift bids. Queue Analytics to monitor call volumes and make educated intraday moves. Performance Management for Operations to govern and coach associates.
  • Forecasting and Scheduling
  • Request Management is user friendly for agents
  • The "special days" function leaves room for error, the black out day function from previous version was preferred
  • Loss of the adherence screen
  • Latency and log in error is still occurring
  • unresolved PTO issues, with no reason given why PTO approves over threshold when all settings are correct
Queue analytics is an excellent resource for real time.
June 15, 2023

Gets the job done

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for forecasting and scheduling, request management and DPA
  • Forecasting
  • DPA
  • Scheduling
  • PTO pools
  • Reporting
It is user friendly and we have been using it for years. I would love to dive into more of what Verint has to offer as I feel we do not touch the basis of everything
June 15, 2023

Big Fan

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Workforce Management to forecast and schedule for our call center. The view of net staffing and ability to offer VTO and Overtime directly to agents has improved our efficiency tremendously.
  • Love the Queue Analytics view of intraday performance
  • Love the QuickView into agent state and adherence
  • Request management offers tremendous flexibility in setting time off parameters
  • The audit log is quite cumbersome. Hoping that in the future enhancements will be made to provide better insight of who did what and when. This would be very useful to Verint customers to assist in staff training.
Verint WFM is well suited for contact centers not only with voice but also with omni channel workstreams. We started with less than 250 agents and will soon have more than 1,000. We have not yet rolled out any back office use of Verint, but looking forward to developing additional capabilities in the future.
June 15, 2023

WFM to the Cloud

Score 8 out of 10
Vetted Review
Verified User
Incentivized
My team was responsible for implementing WFM. Far less complexity than NICE WFM and liked that it was a easy add on to the entire Verint suite.
  • Web Based
  • Easy Addition
  • Simple Adapter Connections
  • Forecasting
  • Reporting API's
  • Payroll integrations
We use it in our contact center space and decided to migrate off of NICE WFM. We like the fact that all our products and hierarchy are in the same suite.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Verint WFM helps us maintain accurate metrics that help drive accurate forecasting for staffing.
  • Tracks the metrics of agents in a meaningful manner
  • Provides a useful tool for forecasting and customizing our forecasts.
  • Helps us to create schedules that are beneficial to our agents
  • Set up of some features are not always the most intuitive.
  • Documentation sometimes is not as detailed as I would like.
  • Menus in reporting and in various modules are tiny and not always easily modified.
  • To read drop down lists, sometimes you must scroll back a forth to read which item you need.
In our experience, Automating Request management has not been a great experience. In fairness, part of this is due to some internal issues to start with.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Verint was used in my previous company as the standard WFM tool for scheduling.
In my new company we will use it for forecasting, scheduling, time off requests, performance management, SLA alignment, scorecards, reporting, cost analysis
  • Family Feeling with support and consultation
  • Strong analytics
  • Understands the value of data-driven decision making
  • leading edge tech
  • great partners
  • Would like to see easier connections to other platforms
Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
we have a digital customer care unit to eliminate the traditional call center, formed by a bot and agents taht solved what the bot cant
  • queues
  • dashboards
  • self service capabilities
  • unlimited licences
  • we need some addittional metrics
  • recoemndations on how to improve kpis (ai)
good for meassure agents performance and acomodate to lower response times and other kpis such as csat
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our organization was looking for a better way to accurately forecast variances in call volume and adjust the workforce schedules accordingly. Additionally, we were looking for a better way for employees to be able to manage their timecards and submit time off requests.
  • call volume visualization
  • shift bids
  • schedule creation
  • Forecasting for tech support call volume
  • Forecasting for billing question call volume
  • Imports of external data that may affect call volume.
Verint is very well suited for managing call center employee schedules. It is less applicable for retail or live customer interaction agent schedules. I believe it can get there but will require integration into queueing systems such as RQ.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use WFM in both our contact center and our back office operations to forecast incoming calls, optimize schedules, and track performance. Now that our company is 95% working from home, we have used DPA with WFM to monitor and track our employees' performance and productivity. We recently used WFM to evaluate our support department to determine capacity and workload and was able consolidate roles and create a new department. This allowed us to move resources in the company and fill voids in other departments.
  • Forecasting. We are regularly 97% - 99% accurate on our forecasts.
  • Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.
  • Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.
  • Adherence Graphs & DPA - The adherence graphs that show DPA data isn't entirely accurate based on how the system calculates different idle states. The system will look at each 15 minute interval and use the state that consumed the most time in that 15 minute interval.
  • Schedule creator - Sometime when you ask the system to generate multiple schedules, it doesn't always follow the rules that you set which ends up generating schedules that are not usable.
  • Forecasting to the service level vs. ASA. We have found that trying to forecast to an ASA is not as accurate as forecasting to the service level.
A typical contact center, both sales and service is an excellent use case for WFM. However, it is not very effective when trying to manage a small group. There is also a feature in Verint called VCT, both automated and manual. The manual VCT is a bit clunky and hard to work with while the automated VCT is much more effective.
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