Verint Workforce Management

We were looking for a tool that robust enough to handle our needs but also relatable enough for our sized contact center. Verint WFM Professional had just what we needed without overwelming our teams and systems. the Five9 solution, while just as capable in usability just did not have what we were looking to achieve as first time cloud based, WFM tool users.

At the time when we first integrated Verint, there were no other big players in this market. We've been with Verint for years now. There have been other players with other Verint applications, but we keep coming back to Verint as they as made the applications robust enough and solid foundation.

Verint Workforce Management ticked more boxes, was more customizable, and best suited to our needs.

End user updates are easier in some areas for schedule editing. The graphical adherence views make conversations around schedule adherence easy with Supervisors. This keeps conversations quick & to the point during weekly Operational calls.

I havent used any other similar applications

Superior

There was one other one, but I can't recall the name right now. At the time Verint was chosen, we considered ourselves as retail operations instead of branch operations and were very interested in how to staff the PT and FT mix.

Verint's ability to give reps auto volunteer and PTO submissions provide a definitle benefit over some competitors. Genesys ability to easily move schedule events are stronger than the current Verint event tool.

I have used another workforce management software for 22 years before I moved into this one. And this one I think offers more range of capabilities than our previous one.

Another product we use is Intradiem. I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use Intradiem that much, so I wouldn't be able to say all good.

I haven't worked with other software.

N/a

The maintenance is less complex and its just an add on to what we already have.

Verint has the full platform, it can do nearly everything. It integrates with many tools and has many partners and relationships. I do not worry that Verint won't be here a few years from now.

CSG FSM and Vering WFO are very similar in their ease of use, value, and capabilities for their specific use cases.

Verint still has more features than other products I have reviewed.

I have only been exposed to Verint services with my time on the team.

Verint product we have is on prem and is completely different than Genesys cloud. But to compare what we have on Genesys is more all in one solution.

My company used other products before Verint, however, I did not have experience in those. We currently use Genesys in conjunction with Verint Workforce Management and I have heard that Genesys offers similar features. We continue to use Verint Workforce Management due to its reliability and easy-to-navigate software. I don’t see the need to learn a new system when Verint offers the products we need already.

I thought NICE was near Verint. Didn't have the Adherence flexibility. Aspect was wanting.

The other solutions could not manage SHared employees to multiple client requirements.

It is more complete and more easy to handle.

The decision was driven by business users; not my own. Transitioning from an existing WFM system to Verint has been a very difficult transition for the business.