Verint Workforce Management

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.

I'm not sure how to answer this but on a general level the WFM team has been able to pivot and adjust accordingly during those high & lows of each season for us. Using past historical data they've been able to use the WFM Forecasting & Scheduling to help with solving the business' need.

No, as we don't use the mobile application simply because we are a heavily regulated industry and don't want to risk losing any customer PHI.

There's nothing to change. We've talked about it until we were all blue in the face. Multiple business departments weighted in, we talked about the advantages and disadvantages. Where was the Vendor heading? Are they the leader in the industry? Long term, where do we see ourselves in 5 years from now? 10 years? There honestly was nothing to change about the evaluation and selection process.

Yes because Verint is integrated with so much of our business systems and it's used on a daily basis by multiple departments. If something were to go awry or down during business hours, we would need Verint Support as a crutch to help us triage the issue and get us back to operating levels. We've had to create P1 tickets over the users, several times in fact, when we've had issues. It's nice to have.

I had a quasi-911 issue where 1 of our business units was not operating at normal business levels and it was starting to cause issues. This came after the weekend where we had upgraded our Verint platform, so I thought the issue stemmed from a recent KB update on the server. So, I created a ticket with Verint Support and after going back and forth on the case, I requested that the Tech please reach out via Webex so I can share my screen as this was starting to impact services. He did so and the issue was resolved in a matter of minutes. A quick fix in our environment, no downtime was needed, and I looked like a superhero for getting that group backup.