Verint Workforce Management Review
October 7, 2024
Duration: 6:36
Verint Workforce Management Reviews and Ratings
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The tool has been awesome when it comes to automating administrative tasks,. It handles scheduling really well and it also comes with AI features that makes it more effective. Thanks to performance monitoring, the tool effectively helps in boosting employee productivity. My experience with Verint Workforce Management has been awesome.
Having used it for over 4 years, I recommend it for workforce management. It has great features including scheduling, forecasting, and comes equipped with amazing AI features. The automated and self-care option makes it a better solution.
I use it for Forecasting, Scheduling, and Reporting on our phone staff. It helps us track productivity and address any shortages or scheduling issues with everything from Queue Analytics and Schedule Analysis to Reports. We use it for Adherence, Attendance, and staffing Allocations. We also use the stats for Training and sales.
Great for Forecasting phone data, not so good for integrating other products like Salesforce or New leaf.
WFM is used to maintain schedules and coordinate PTO and adherence.
Suited for BAAS call centers and single POC phone lines. Would not recommend for small organizations or organizations with extreme back office complexities
We are a Verint partner who resells, hosts and supports Verint software. In addition to that, our own internal support organization runs off of Verint's platform. We are effectively scheduling or employees to be available when work arrives, record and analyze their interactions and use Verint for all of their performance management tracking.
Being able to schedule employees easily. Making the agents experience with the application dead simple which encourages their usage and adoption which makes it easier for agents to follow the planned schedule.
HR contact center. Tracks agent call volume and productivity
Needs improvement on consistency of call recording
Utilize Verint Workforce Management tools to report to monitor and report on performance. Utilize Queue Analytics specially to detail daily and future outlook. Utilize reports to capture scheduled activities, adherence and net staffing.
Well suited to view employee adherence in quick view. For new users it is difficult to view day details to identify minutes vs. hours. vs. secs
Previousl<span style="font-size: 1rem;">y we were using a Word document to schedule about 60 people.This solution helped us be more efficient in our scheduling time. The amount of time it took us to create schedules decreased and gave the agents more flexibility and autonomy with their own schedule.</span>
It is great for channels that you have directly integrated into the Verint platform. For example we love having our phone system directly integrated into it Verint. It is harder to forecast in schedule when you do not have a direct integration opportunity.
We use Verint WFM to schedule staff, forecast volumes and workloads. We use Verint WFM to also schedule time off, monitor queue performance and results. Additionally, we export a lot of agent and queue performance data from Verint WFM. We use WFM reporting functionality and real time dashboards within the application.
It is really well suited for almost all WFM use cases. The biggest missing feature in Verint WFM is the ability to add a request via an API or external tools. This has caused me so much pain for years, making it harder to migrate to Verint WFM and also limiting automation capabilities. Even today we are wanting to build an IVA for our agents to request time off, and we have to write all request logic in the IVA rather than posting the request via an API, and letting the WFM logic decide not he request. It's a huge limitation.
We use Verint for call recording and workforce management. These applications allow us to listen to our agents calls and provide coaching as well as manage our contact center staff.
Verint does well in managing a small to medium sized business that don't often have exceptions that move frequently. If the lines of business are much larger and have a lot of moving exceptions Verint struggles to allow bulk movement of exceptions.
To schedule employees and maintain schedules. Get staffing models together. Review performance of the staff.
Struggles is still getting a valid multi skilled forecast.
Less appropriate is back office scheduling without the purchase of other products.
