Verint WFM Review
February 22, 2014
Verint WFM Review
Score 7 out of 10
Vetted Review
Verified User
Software Version
WFM 10.1
Modules Used
- Scorecards, schedule package
Overall Satisfaction
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
- 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
IEX by nice has all the same features as far as WFM products go and the price is similar. However, in my opinion, Verint has the better user interface and, in turn, is easier on supervisors and agents alike .
Product Usage
300 - Call Centers Agents /Call Center Supervisors
2 - Telephony and WFM analyst
- Scheduling
- Stats
- Scorecards