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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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Recent Reviews
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Pricing

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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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  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

TimeFlex Demo

YouTube

How Workforce Management Helps with Work from Anywhere

www.verint.com
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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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Comparisons

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Reviews and Ratings

(122)

Attribute Ratings

Reviews

(1-25 of 88)
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Samantha Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
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
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
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 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
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.
September 07, 2023

Verint review

Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
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
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
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
June 15, 2023

Big Fan

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
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
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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