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.

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.

I would not change anything.

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.

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.

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.

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.

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.

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.

Evaluate use cases of forecasting & ability to project staffing both required & actual scheduled.

No, not involved with purchase options or support discussions.

I have not contacted support directly, our support team handles the communication.

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

Its allowed us to properly account for the necessary staffing to meet the workload

I havent used the mobile application

I would have to get exposure to different functionalities to determine if the current solutions met my needs or at least gave me to the ability to create new ones.

We only have a trial period for premium support but haven't really been able to fully utilize it.

I can not

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.

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.

not in the position to make those decisions

Yes, not a decision maker

Our SAM is always there to support and advocate for us.