From Spreadsheets to Cloud Based
We had been using excel spreadsheets and manually created schedules for years and it had become incredibly time-consuming, not …
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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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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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:
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
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
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Verint Workforce Management Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | Apple iOS, Android |
| Supported Languages | Arabic, 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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(122)Attribute Ratings
Reviews
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February 14, 2024
From Spreadsheets to Cloud Based
We had been using excel spreadsheets and manually created schedules for years and it had become incredibly time-consuming, not centralized, and not as accurate as we would have liked. By using Verint Workforce Management, we've been able to forecast, make real-time changes, and be efficient while raising awareness on the importance of following schedules and the planning activities.
- Forecast Accuracy
- Real Time Changes
- Reporting
- Access to changes that have been made, like the history of a schedule change and if something is overridden.
- The ability to copy and paste.
- Ability to notate on days that an event might have happened, like a closure or weather event.
- Improved Schedule Adherence
- Improved Agent Productivity and Awareness
- Increased Forecast Accuracy which improved staffing accuracy
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.
Since training and implementing the Verint Monet tool, our forecasting accuracy has increased immensely. I have an accuracy goal of at least 90% or higher each month and have maintained or exceeded that goal continuously. It has also enabled us the ability to go back and look at historical data and call volumes and be able to predict when we need to start increasing our headcount for our seasonally charged business.
No, we have not since it is not offered with the Verint Monet tool.
40
Agents, supervisors, team leads, managers, WFM team
2
Our WFM team consists of a manager and an analyst. We utiize all functionality from forecasting, to RTA adjustments, schedule and time off updates to analysis of reporting and data. Our team is learning to master the art of both written and oral communication, the ability to make unbiased decisions that have a positive impact on not only the contact center but the business as a whole. We have increased our engagement and are learning every day the art of WFM and skills need to be accurate and successful.
- Forecasting
- RTA Adjustments
- Schedule Management
- Increased Training
- Accuracy of Business Needs like Headcount
- More calls with less people
- Multiple site locations, even in different time zones
- API with time keeping systems
No
- Cloud Solutions
- Integration with Other Systems
- Ease of Use
We were looking for a tool that would take us from spread sheets to cloud based but that also was easy for not only our WFM team and leaders to learn but also for our contact center agents who use it daily. It also helped that one of our other vendors made the recommendation for this and assured the relationship would be a good match.
I would not change anything.
- Implemented in-house
No
Change management was a big part of the implementation and was well-handled
We were looking to go for a cloud based tool as we were aligning with business needs and requirments of going to a new CRM that was cloud based and alreayd being implemented within other areas of our business. It only made sense for us to also implement a WFM tool that would easily be used and as a tool other members of our contact center could learn.
- Post implementation we added in our live chat group and that has seen some issues with connections often breaking and data not being gathered.
No we did not. I do not know why but I am also not sure if it was an option at the time of our implementation.
Yes
Most of my issues are resolved in a timely fashion. Some may take more research than others and some we have had to wait for an update to take place.
There was a time where we were looking to differentiate between chat bot and live agent chats. The Verint support team worked diligently to test and impliment the correct data trackers to help me ensure I was getting the correct information I needed to forecast and schedule accurately.
- Forecasting with historical data
- Manual schedule updates
- Reporting
- Reporting does not always provide the data how I need it or together with other data needed
- Scorecard creation and management is difficult and cumbersome
No
June 07, 2023
Just getting started
We have just updated to HFR2021 and wow. The removal of Java dependency is well received. The ease to the end users is well measurable. The new location for some of the features took some getting used to but the improvements far outweigh the changes. Verint now it’s time to improve Form Designer and DPA.
- Schedules.
- Real time analysis.
- Forecasting.
- Form designer.
- DPA triggers.
- Recording of real time monitoring.
- Too early to tell, just upgraded.
- Faster reports is a bonus.
- No longer having Java limitations.
I have not used used any other WFM products. We have been utilizing Verint since it was blue pumpkin. We have looked at Salesforce but it is not as robust with other modules.
We have been able to provide more consistent staffing results. We are currently exploring all the new features and updates of HFR2021. So far we are enjoying the updates and improved performance.
We are looking into implementing in 2023. We have discussed this topic with our representative and are scheduling meetings to explore and start to implement. Very excited about this feature.
4500
Omni-channel services within the Contact centers
20
We have planners, schedulers and administrators
- Scheduling
- Service tracking
- Correct levels to match service
- looking for innovative ways on the conference
- mobile
Not Sure
- Ease of Use
not in the position to make those decisions
- Implemented in-house
No
Change management was a major issue with the implementation
- Recording integration
- Profile migration
Yes, not a decision maker
Yes
no, bugs take a long time to resolve and get put into packaging for installation.
Our SAM is always there to support and advocate for us.
- QM
- User management
- scheduling
- calendar updates
No