Reviews (1-11 of 11)
- 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.
- 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.
- 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
- 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..
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
- Accurate statistics
- 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
- 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"
- 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 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?
- 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
- 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
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?
- 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
Verint Workforce Optimization Scorecard Summary
About Verint Workforce Optimization
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Verint Workforce Optimization Technical Details