Verint WFM Review
Andrew Makula | TrustRadius Reviewer
February 22, 2014

Verint WFM Review

Score 7 out of 10
Vetted Review
Verified User
Review Source

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 .
We are really satisfied with the product outside of the email notifications bug, Verint support has been really good, as well
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.

Product Usage

300 - Call Centers Agents /Call Center Supervisors
2 - Telephony and WFM analyst
  • Scheduling
  • Stats
  • Scorecards