Verint Workforce Management

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.

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.

We use Verint Workforce Management for scheduling and forecasting. This makes seeing the big picture much easier. Entering time off or project time (example) is quick and easy. It sends alerts if I have overlapped other things scheduled for that advocate. It is easy to use and helps us keep things very static.

We use Verint to manage our contact center reps who support phone calls, chats, and emails. We use it for PTO scheduling, staffing, and forecasting, as well as adherence and performance management. We use it to view real-time performance as well as forecasted performance for our teams. We manage over 12,000 users in the application and have several WFM teams that support different areas of our organization.

Verint Workforce Management for each branch is being used at Capitec Bank. We have the solutions running and integrated to other platforms to ensure all employees have schedules and forecasts. All employee schedules are needed to accurately reflect what and how we use the software optimally. The contact center and branch staff are being scheduled using complex rules, but, at the click of a button, the complex rules are being used in background to ensure the best run schedule with least amount of manual scheduling interventions required all whilst providing accurate forecasts too.

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.

We use Verint Workforce Management for forecasting and scheduling. This is used to manage our daily operations

WFM Schedule, forecasts, quality. Gap in completion of installation of version 15.2.

Created a consistent staffing model throughout our branches, helped show where the staffing gaps were, and helped with decisions on how to fill those gaps.

Workforce analasys, scheduling, forecasting, and intraday management.

We use Verint to manage our schedules- when we have our breaks, lunches, and other meetings that take us away from our desk. It helps management to know how everyone is spending their time and also helps our customers to have people available during the times they really need us.

In our organization, the start of the product is how many associates we need on a daily basis to meet our KPIs. So we start with the forecasting and determine how many we need. We then, in turn, use that to schedule the right number of associates on the phone to maximize our customer wait time. We really want to keep our wait time lower than 90 seconds, if at all possible. And then for long-range, we use it to plan out any long-range goals like is our turnover going up or down and do we need to hire some more to be able to balance that out. We utilize that product for that as well.

We go in and we set up different alerts for our users through DPA or through voice recording. Let's say a customer calls in and says they have a certain healthcare issue, an alert pops up and tells them where to send that customer via which website. That will better help that customer get to what they're looking for.

We have a whole department of workforce management, so they use it for workforce management, scheduling, forecasting, and that kind of stuff. We also use it for quality control, call recording, quality management, and speech analytics. And we're starting to get into a little bit of performance management as well.

It's our forecasting and scheduling for our agents who are on the phones. We basically assist our patients for our clinics up in New York, especially in the five boroughs. Whenever they need to schedule an appointment or have questions about their health, they call the 800 number which routes them to our contact centers. Then what we do is we analyze those patterns using Verint to put the staffing in the right places.

Moving Agents from Team to Team. Setting schedules with start and end of tours, breaks, lunches, training, committee work and such. I guess the biggest problem is trying to scale workforce and load balance for the different departments. With an influx of calls based on any situation and folks with vacation and calling off for illness, it can be tricky to meet the needs of the business.

Forecasting and Scheduling to plan for back office queues and phones as well as delivery optimized schedule recommendations to Operations. Request Management for time off, over time, shift swaps, shift bids. Queue Analytics to monitor call volumes and make educated intraday moves. Performance Management for Operations to govern and coach associates.

We use it for forecasting and scheduling, request management and DPA

We use Verint Workforce Management to forecast and schedule for our call center. The view of net staffing and ability to offer VTO and Overtime directly to agents has improved our efficiency tremendously.

My team was responsible for implementing WFM. Far less complexity than NICE WFM and liked that it was a easy add on to the entire Verint suite.

Verint WFM helps us maintain accurate metrics that help drive accurate forecasting for staffing.

Verint was used in my previous company as the standard WFM tool for scheduling.
In my new company we will use it for forecasting, scheduling, time off requests, performance management, SLA alignment, scorecards, reporting, cost analysis

we have a digital customer care unit to eliminate the traditional call center, formed by a bot and agents taht solved what the bot cant

Our organization was looking for a better way to accurately forecast variances in call volume and adjust the workforce schedules accordingly. Additionally, we were looking for a better way for employees to be able to manage their timecards and submit time off requests.

We use WFM in both our contact center and our back office operations to forecast incoming calls, optimize schedules, and track performance. Now that our company is 95% working from home, we have used DPA with WFM to monitor and track our employees' performance and productivity. We recently used WFM to evaluate our support department to determine capacity and workload and was able consolidate roles and create a new department. This allowed us to move resources in the company and fill voids in other departments.