Verint Workforce Optimization Reviews

28 Ratings
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Reviews (1-11 of 11)

Gilbert Chinapen | TrustRadius Reviewer
July 18, 2019

Verint Workforce Optimization for a global company

Score 8 out of 10
Vetted Review
Verified User
Review Source
Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate forecasts and schedules across multiple teams with varying requirements. The solution is global and provides forecasting and tracking functionality for the company worldwide. All employees from agents to managers have access to the application which assists with the day to day management of resources as well as improves forecasting team schedules. The solution is fed from diverse CRM systems and provides the following functionality:
  • Demand forecasts, scheduling.
  • Rotational shift planning.
  • Time off management.
  • Audit Trail.
  • Pop-up alerts and email notifications.
  • Real-time adherence.
  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
  • Ease of implementation and integration to get the feeds from other systems.
  • High availability and disaster recovery.
  • Easy to scale up, especially for a company with staff in different locations.
  • Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
  • Highly customizable system for administrators and resource planners.
  • Time off management including automated holidays, shift swap.
  • Requires specialist support to get the system working.
Read Gilbert Chinapen's full review
Rebecca Hunt | TrustRadius Reviewer
April 08, 2019

Verint WFO - 5*

Score 10 out of 10
Vetted Review
Verified User
Review Source
Verint WFM is used within GB and primarily in our biggest call center, we use it for all departments so we can track adherence and predominantly for the back office functionality. We widely use MY TIME in order to track all off-phone work that is being completed in order to quantify peoples' time worked and their primary Admin to be completed each day.
  • The forecasting & scheduling piece within Verint is second to none - It is easy to use, manipulate and the "what if" functionality is great when we are looking at trying new ways of working in terms of out incoming calls/emails & chat
  • Verint adherence is one of its biggest strengths, being able to add specific activities for different areas is a by far one of its biggest strengths. This allows for greater reporting and bespoke areas being built for each department.
  • Ability to add custom Time Off options is great, this means as a business we can builD accurate and robust Absence ratio reporting, we can also incorporate helping you back to work hours that you can build onto shifts so we can track time given back to individuals for graduated returns and also back to the business.
  • The support offered from Verint is another one of their strengths, they have a very quick turn around from when a case is raised to getting on the phone to arranging webex's to try and resolve the situation as swiftly as possible...
  • I'm actually really hard pushed to find anything that I struggle with when using Verint. It is an extremely good system, if I had to be picky I would say the only thing that slightly annoys me is the new tab format in version 15.1.
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Read Rebecca Hunt's full review
Siddharth Taneja | TrustRadius Reviewer
May 29, 2019

Verint Workforce Optimization - does as the name suggests...

Score 9 out of 10
Vetted Review
Review Source
Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service.
  • Robust and standardized deployment making it less time consuming
  • Backed up by world class support
  • Seamless integration with other industry leader products such as Genesys, CISCO etc.
  • Could use out of the box notifications/ alarms for loss of call and/ or screen recordings
  • The logic used in the mapping of agents vs place sometimes results in the mismatch of calls when used in a hot-desk environment
  • Reports are only available with timezones where a reporting server is located and not contact center locations
Most suited scenario: Large contact center with multiple locations and complex call routing and transfer logic. Couple this with stringent requirements for 100% call recording. This can additionally include screen recording while the agent handles a call, pausing and resuming call recording to avoid recording of data such as Credit Card details. Less suited scenario: Smaller contact center on a budget with not so stringent call recording requirements
Read Siddharth Taneja's full review
Beth Seymour | TrustRadius Reviewer
February 25, 2015

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.
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Andrew Makula | TrustRadius Reviewer
February 22, 2014

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 | TrustRadius Reviewer
February 14, 2014

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 | TrustRadius Reviewer
February 14, 2014

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
Anonymous | TrustRadius Reviewer
February 11, 2014

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?
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Anonymous | TrustRadius Reviewer
February 21, 2014

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.
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Anonymous | TrustRadius Reviewer
February 11, 2014

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?
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Anonymous | TrustRadius Reviewer
February 11, 2014

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.
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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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Verint Workforce Optimization Technical Details

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