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Verint offers their Workforce Optimization suite of software, which combines workforce management capabilities and analytics, and is configurable to meet the needs of back offices, branch locations, and enterprise call centers.https://dudodiprj2sv7.cloudfront.net/product-logos/JK/DA/BX896AQ08J6T.pngMy Review of VerintWe use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire organization, supporting approximately 1700 call center agents. Business problems addressed include scheduling of the call center reps, quality feedback and scorecards so agents know how well they are doing or where they need improvement. It also provides total recording for regulatory and contractual compliance obligations.,They have a solid tech team who can address our ongoing issues. Solid roadmap of future releases and architecture,They need to be more cohesive with their partnership with Avaya. Too many issues on the system. Requires way too much care and feeding. Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012. We were sold a product that was still several releases away..,8,Verint is meeting the needs of the business. Call center scheduling and shift bidding have greatly enhanced our agent productivity and call handling. The demand for WFM and QM has exploded within this organization and the Verint product has become a mission critical solution to the organization. Other departments are realizing the value and see the impact that this tool has had and want to take advantage of it.,,9Verint WFM ReviewI used the Verint Workforce management product at a previous company where I was a Telecom Engineer We used the product for scorecards/statics and scheduling across multiple departments, it provide a uniform scheduling and scorecards for different call centers that have different phones systems,Sheduling Scorecards Accurate statistics Stable,I think the system needs better documentation, hard to find all the features and where to configure things I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1,7,It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball,,8,300,2,Scheduling Stats ScorecardsDon't be afraid of the upfront costs - go with a top provider!!Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.,I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags. Launching the product was easy to implement and migrate into our day-to-day business Building a Library within the tool was simple. Exporting calls made it easy to host calibration calls,At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so. At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together",10,Call Studies - Do not underestimate how you can use this platform to drive ROI through call studies. We did several. Call profiles - so we analyzed calls by segments - found that some folks spent in the average time on determining the customer needs but the great thing is can address the outliers. Use data to help with pay for performance or shift bids (if in a call center environment).,,8,10000,25,Voice of customer Quality control analytics,Call Studies Mystery ShopVictory with Verint!Across the board in our customer service department.,Scheduling-easy to use reports and system. Forecasting- dead on predictions and use/integration of data. Quality monitoring-fast to use functions and software.,None at this time.,10,Positive impact! Adherence to schedules has improved which in turn helps with external customers experience. Lowered abandon rate. Efficiency with schedule swaps and time off requests.,AtTask,Crystal Reports,Halogen,Kayako,SurveyMonkey,Verint,10Verint call recording review...I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.,Managers can listen to incoming/outgoing calls for review Call can be used for training purpose Customers satisfaction that the calls are being monitored,It has been slow when identifying a call in database Saves calls only from past couple of months,8,Faster lead converion Increased employee efficiency Better customer service,,8,500,10,Customer Service Employee efficiency Customer complaint follow up in the database,Listen to calls Record and save calls Analyze the calls from the system Manage the calls in database,not sure,Not Sure,Product Usability Product Reputation Vendor Reputation Existing Relationship with the Vendor Positive Sales Experience with the Vendor Analyst Reports Third-party Reviews,not sure how I might have changed the evaluation and selection process that I just went through,Professional services company Don't know,Change management was a small part of the implementation and was well-handled,Nothing Everything was great,8,9,It always provides exceptional support,Everything is easy to perform using Verint Everything is elegant to perform using Verint Everything is great to perform using Verint system,Nothing is particularly difficult or cumbersome to perform using Verint Everything is easy to perform using Verint,8
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Verint Workforce Optimization
18 Ratings
Score 6.8 out of 101
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Verint Workforce Optimization Reviews

Verint Workforce Optimization
18 Ratings
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Score 6.8 out of 101
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Beth Seymour profile photo
February 25, 2015

Verint Workforce Optimization: "My Review of Verint"

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire organization, supporting approximately 1700 call center agents. Business problems addressed include scheduling of the call center reps, quality feedback and scorecards so agents know how well they are doing or where they need improvement. It also provides total recording for regulatory and contractual compliance obligations.
  • They have a solid tech team who can address our ongoing issues.
  • Solid roadmap of future releases and architecture
  • They need to be more cohesive with their partnership with Avaya.
  • Too many issues on the system. Requires way too much care and feeding.
  • Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012.
  • We were sold a product that was still several releases away..
Understand the architecture that the release of Verint you are purchasing will require then determine if the IT infrastructure teams are able to support what Verint requires. Our database teams need to maintain an archaic SQL solution solely for Verint so understanding what is required before making this large capital investment is pertinent.
Read Beth Seymour's full review
Andrew Makula profile photo
February 22, 2014

Verint Workforce Optimization: "Verint WFM Review"

Score 7 out of 10
Vetted Review
Verified User
Review Source

I used the Verint Workforce management product at a previous company where I was a Telecom Engineer

We used the product for scorecards/statics and scheduling across multiple departments, it provide a uniform scheduling and scorecards for different call centers that have different phones systems

  • Sheduling
  • Scorecards
  • Accurate statistics
  • Stable
  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Can we do this Cheaper? Do we need extra features that are not available out of the box? Are there competing products with a very similar feature set? Can we build WFM in house since this is just a DB and a webfront getting FTP data from PBX.
Read Andrew Makula's full review
Joyce Schofield profile photo
February 14, 2014

Verint Workforce Optimization Review: "Don't be afraid of the upfront costs - go with a top provider!!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.
  • I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags.
  • Launching the product was easy to implement and migrate into our day-to-day business
  • Building a Library within the tool was simple.
  • Exporting calls made it easy to host calibration calls
  • At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so.
  • At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together"
Making sure the demo is done with your own organization's data would be one of the key things I would advise others of. This is critical because you want to see how the platform will perform and look with relevant data. Of course, well suited for call centers, quality control environments. Ensure that you will be able to drive actionable tasks as a result of using this platform. Merge systems together, i.e., (WFM, Voice of customer, Quality).
Read Joyce Schofield's full review
Robert Peter Boris profile photo
February 14, 2014

Verint Workforce Optimization Review: "Victory with Verint!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Across the board in our customer service department.
  • Scheduling-easy to use reports and system.
  • Forecasting- dead on predictions and use/integration of data.
  • Quality monitoring-fast to use functions and software.
  • None at this time.
Should make sure that it fits all of your needs and future needs. Verint does a great job with support and answering all questions.
Read Robert Peter Boris's full review
No photo available
February 11, 2014

Verint Workforce Optimization: "Verint call recording review..."

Score 8 out of 10
Vetted Review
Verified User
Review Source
I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.
  • Managers can listen to incoming/outgoing calls for review
  • Call can be used for training purpose
  • Customers satisfaction that the calls are being monitored
  • It has been slow when identifying a call in database
  • Saves calls only from past couple of months
How long is the call recorded for?
How many years will they be able to save the calls for?
What is the quality of recording?
Will the call recording be saved under the company's or Verint server database systems?
What are the features that makes Verint unique from other different companies accross the world?
Read this authenticated review
No photo available
February 21, 2014

Verint Workforce Optimization Review: "Sr. Project Manager - Implementation/ Delivery"

Score 6 out of 10
Vetted Review
Verified User
Review Source
The applications are being used in support of call center management and quality monitoring by multiple business units. The applications help provide resource management and scheduling services along with monitoring and auditing of agent activities.
  • Verint's product meets the business need to perform resource management
  • Call monitoring (audio and video capture)
  • Trainers truly understand the products and are very helpful when engaged during the implementations
  • Products need to be able to support current operating system and Java revisions on a more timely basis
  • Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
  • Project managers need to understand the products better so they can be engaged better with the implementations
This solution works well for organizations which have multiple sites and resources spread across multiple locations. Also for monitoring and auditing agent activities.
Read this authenticated review
No photo available
February 11, 2014

Verint Workforce Optimization Review: "Improve Quality with Verint"

Score 8 out of 10
Vetted Review
Verified User
Review Source
Verint is used by one of the business units in the organization with a capacity of 120 users. We needed Verint for quality monitoring to improve customer experience.
  • The end user interface and administration is easy to use
  • Ease to integrate with Avaya PBX based on my expertise
  • The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
  • The solution is robust to work with
  • The DB architecture is little complex and has a dependency on how it integrates internally. This is not a big deal, but is not cost effective.
  • Single DB to manage complete Impact 360 solution is needed to reduce cost
Why do I need QM ?
What is the objective if Verint is implemented?
What features to look at?
Cost comparison with other competitive products?
Is there a need/scope to improve customer experience?
Read this authenticated review
No photo available
February 11, 2014

Verint Workforce Optimization Review: "3 out of 3 companies I have worked replace Verint with something better!"

Score 1 out of 10
Vetted Review
Verified User
Review Source
We use the Workforce Management module, as well as Call Recording and Screen Capture. It is used across multiple Contact Centers, supporting about 1800 Agents. We are required to keep recordings for 3-10 years, depending on type. We use WFM as a scheduling & forecasting tool.
  • Verint offers a complete suite of integrated products for Contact Centers
  • Call recording is consistent
  • Calls are reliably encrypted for security purposes.
  • Customer Support resolution times are consistently long, our average resolution on trouble tickets is 12 days
  • Communication with our Account team is often delayed. We often have to wait multiple days for a response
  • Verint has a tendency to try and upsell us on new products in response to issues with our current product
I would not recommend Verint to a colleague. I would suggest NICE, Calabrio or CallCopy.
Read this authenticated review

About Verint Workforce Optimization

Verint offers their Workforce Optimization suite of software, which combines workforce management capabilities and analytics, and is configurable to meet the needs of back offices, branch locations, and enterprise call centers.

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Operating Systems: Unspecified
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