Benefits of using Verint for WFM
April 04, 2023
Benefits of using Verint for WFM
Score 10 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Verint Knowledge Management
Our company uses Verint daily to help forecast call center volume, create and optimize schedules, schedule and approve time off events as well as monitor adherence. Our call center reps use Verint to access their schedules, put in time off requests and access trainings. Verint is extremely user friendly and the mobile app allows our reps to check their schedules and submit or edit PTO from their phones. Using Verint, we’ve been able to automate our PTO time off pools and we are working towards doing the same for shift bids and time off bids. This will save us countless hours of manually updating and approving bids.
- Verint’s mobile app is a great tool for our call center reps to be able to access their schedules or PTO requests from their phones.
- Verint’s ability to automate PTO, shifts bids and PTO bids has saved us countless man hours.
- Verint’s desktop monitoring is extremely easy to use and has helped tremendously as most of our reps have transitioned to be WFH.
- When editing schedules, there is sometimes a lag that can slow things down.
- In previous versions you were able to “right click” to edit a schedule. The latest version you have to click on a schedule and a window will pop up on the right side for you to start editing. The right click was a little more user friendly.
- In previous versions you were able to select multiple shift events and delete/edit them at the same time. I would love to see this option again in the newest version.
- Verint has had a positive impact on our ability to have consistent up to date information and reliable adherence monitoring.
- Verint has helped our WFM team automate several processes that were previously done manually. This has allowed us more time to dedicate to special projects and team development.
I’ve only used Verint in my career in Workforce Management, so I cannot speak to how it rates against another similar product.
Do you think Verint Workforce Management delivers good value for the price?
Yes
Are you happy with Verint Workforce Management's feature set?
Yes
Did Verint Workforce Management live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Verint Workforce Management go as expected?
I wasn't involved with the implementation phase
Would you buy Verint Workforce Management again?
Yes
Verint’s automation has significantly impacted our efficiency, freeing up a lot of time on tasks that we were doing manually.