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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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Awards

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Reviewer Pros & Cons

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Samantha Thompson | TrustRadius Reviewer
Samantha Thompson
Quality and WFM Supervisor
MTD Products (Consumer Goods, 1001-5000 employees)
Verified User
Analyst in Information Technology
Health, Wellness and Fitness Company, 501-1000 employees
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Pricing

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Verint Workforce Management

Verint Workforce Management

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

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

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$2.50
per month per user
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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 Integrations

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.

Verint Workforce Management Downloadables

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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
September 12, 2023

Great at reducing analyst workload

HJ
Harrison Jones
Manager, workforce management
Qualfon (Telecommunications, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
I use Verint Workforce Management for planning and forecasting, it's also used in the organization for quality. I run into problems using the reporting functions of it & when forecasting & running IDPs/requirements for small queues where it often over inflates HC needs running 20% occupancy.
Pros and Cons
  • adherence tracking
  • request management
  • generating schedules
  • low volume queue forecasting
  • reporting
  • shift bids
Likelihood to Recommend
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.
Return on Investment
  • Reduce labor of manual coding
  • ROI for automating schedule updates
Alternatives Considered
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.
Multi-Channel Forecasting
Seems to works well on larger queues, not so well on small lines of business. We often have reverted to excel for forecasting to account for growth/decline or seasonal trends.
Mobile Application
I would say on par with desktop. All the same functionality is there & allows agents to access their schedules or make requests on the go.
Other Software Used
Users and Roles
7500
All channels for customer support including inbound/outbound/chat/back office.
Support Headcount Required
5
We have a support team dedicated to managing the system.
Business Processes Supported
  • Staff planning
  • Shrinkage tracking
  • Quality
Innovative Uses
  • Reduce shrink tracking
  • automate schedule updates
Future Planned Uses
  • capacity planning
Likelihood to Renew
8
Verint is more economical solution
Products Replaced
No
Key Differentiators
  • Integration with Other Systems
I was not involved in the purchase of Verint
Evaluation Lessons Learned
Evaluate use cases of forecasting & ability to project staffing both required & actual scheduled.
Implementation Details / Implementation Partner
  • Don't know
Implementation Issues
  • none that I'm aware of
Implementation Rating
9
I was not involved in implementation of Verint
Training Types Used
  • Online Training
  • In-Person Training
In-Person Training
7
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
Online Training
7
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
Premium Support
No, not involved with purchase options or support discussions.
Bug Resolution
No
Exceptional Examples of Verint Workforce Management Support
I have not contacted support directly, our support team handles the communication.
Support Rating
never contacted support
Easy Tasks
  • schedule viewing
  • schedule adherence tracking
  • forecast and queue levels
Difficult Tasks
  • configuring shift/work patterns
  • setting up accurate FTE requirements
  • configuring multiskill setups
Mobile Interface Availability and Impressions
Yes
Works well from the Operational end user standpoint. Operations has been able to learn & adapt to using a mobile app to help manage the business & report/request shift changes.
Usability
7
Overall it functions as intended and needed to manage staffing. I would like to see more improvements in FTE requirement calculations that help us enable use of staffing ribbons & further automation.
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