Verint Workforce Management

Score8.2 out of 10

302 Reviews and Ratings

What is Verint Workforce Management?

Verint Workforce Management is a solution that forecasts customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help organizations to meet CX and efficiency goals.

Verint WFM is part of Verint Open Platform, which helps organizations' customer service operations to lower costs and elevate EX and CX with AI-powered bots that automate CX workflows. The Verint Platform offers a range of CX Automation solutions, including Agent Copilot Bots, Knowledge Management, and Intelligent Virtual Assistants. The Platform and solutions are scalable from SMB customers to global enterprises, and can be deployed on-premises, single or multi-tenant cloud, or a hybrid mix.

Verint states that Verint WFM customers have achieved business outcomes such as an increase in employee productivity, reduction in employee attrition, increases in NPS / CSAT scores, as well as an increase in manager capacity owing to the products AI capabilities.

Categories & Use Cases

Media

Screenshot of a comparison of forecasted volumes for all channels by week, day of week and time of day.

Screenshot of the interface to build and analyze capacity models for multi-channel, multi-site and multi-skilled environments.

Screenshot of employee schedules showing breaks, lunches, task/work types assigned, and adherence to schedule.

Screenshot of intraday volumes against forecasted and actual by queue.

Screenshot of the app that provides employee access to schedules, request management, and performance data via the MyVerint mobile app.

Screenshot of an example of shrinkage analysis in real-time, AI-driven dashboards with natural language insights and anomaly detection.

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Screenshot of a comparison of forecasted volumes for all channels by week, day of week and time of day.

#1 most frequent

Finance and Insurance

25.9%

121 installations of 468

“Intraday forecasting”
— Manager Workforce Optimization, Navy Federal Credit Union (10,001+ employees)

#2 most frequent

Professional, Scientific, and Technical Services

11.5%

54 installations of 468

#3 most frequent

Information

10.5%

49 installations of 468

“It does well with Scheduling.”
— Technical Lead, Five9 (1001-5000 employees)

Daniel Chapman

Workforce management analyst in Finance and Accounting at ASB (1001-5000 employees employees)

Use Cases and Deployment Scope

I predominantly use Verint to roster staff in our branches at the right times to handle unified work. I.e., when is the best time for staff take phone calls, respond to ASYNC messages, and attend training sessions? I also use it as a tool to pull reports on adherence and to help managers complete staff reviews.

Pros

Generating shift events within a roster.
Showing a quick view of staff adherence to schedule.
An accurate track of our headcount.

Cons

When entering leave requests, each entry for a single person must be completed independently unless the days are consecutive. E.g., John wants a Tuesday and Thursday off in 1 week, but needs to work on Wednesday. 1 entry must be made for Tuesday, then another for Thursday, as multiple entries cannot be made at the same time.

Return on Investment

Increase the time I have to devote to non-rostering tasks, as Verint has streamlined the rostering process.

Usability

Other Software Used

Genesys Cloud CX

Romeo Javier

WFM Analyst in Information Technology at NFCU (10,001+ employees employees)

Use Cases and Deployment Scope

Scheduling, Staff Planning, Forecasting. Ensuring we have staff available to fill based on our imported forecasts

Pros

Forecasting
Queue Analytics
Scheduling

Cons

Scheduling isn't as "plug and play", submitting items with scheduling conflicts makes processes having to be repeated vs identifying and resolving
Let events added to a schedule just be added and have it identify what conflicts appear and let the user override without a fuss.

Return on Investment

Forecasting accuracy is well done once historical data is in place
Scheduling works well once roles have been established
Schedules are easy to understand by the employees and adherence/productivity goals are easy to review and meet

Usability

Other Software Used

ServiceNow IT Service Management, Genesys Cloud CX

Raymond Thach

WFM Analyst in Finance and Accounting at Arvest (5001-10,000 employees employees)

Use Cases and Deployment Scope

I am using Verint Workforce Management for the contact center for my organization. The problem that we run into is the generating Saturday schedule. Since we only open 6 hours on Saturdays. A lot of time, Verint Workforce Management will generate lots of agents on Saturday instead of fulfill the amount of agents which we actually need

Pros

I like the PTO request/ PTO balance
real time agents headcount on the queue analytics
assigning training/ meeting segments

Cons

Saturday schedule
System has been glitch a lot lately
Permissions are complicated

Return on Investment

forecasting has been better in my organization

Usability

Alternatives Considered

Aspect Performance

Donna Nelson

Senior Director Branch WFM & Capacity Analytics at RBC (10,001+ employees employees)

Use Cases and Deployment Scope

I work for Branch WFM at RBC. In the branch we are exploring, doing call center work, so I am here with my call center WFM colleagues to discuss.

Pros

Scheduling.
Tactical Forecasting.

Cons

Would like more flexibility in the Sales queue to break the forecast down into multiple role types.
Longer term strategic forecasting.

Return on Investment

Improved forecast accuracy.
Optimized scheduling leading to reduced headcount.

Usability

jonathan mckenzie

Principal PM in Product Management at 8x8 (1001-5000 employees employees)

Use Cases and Deployment Scope

We use it for forecasting, adherence, and agent shift work management.

Pros

Forecasting.
Scheduling.
Real time adherence.
Agent self service.

Cons

Optimize accuracy.
Leverage real-time adherence.
Flexible shift patterns with AI.

Return on Investment

Reduced the labor costs for agents.
Improve the SLA for the CC.
Improve agent retention and happiness.

Usability

Alternatives Considered

Modulos Agentic AI Governance Platform

Other Software Used

Cognigy.AI, PCI Pal, Informatica Customer 360 for Salesforce

Aspect Workforce

Genesys Cloud CX

NICE Adaptive WFO, on CXOne

Calabrio WFM

NICE Back Office Workforce Management, on CXOne

Verint Workforce Management

What is Verint Workforce Management?

Categories & Use Cases

Media

Most Frequent Users

Finance and Insurance

Professional, Scientific, and Technical Services

Information