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A must in any Contact Center Environment
October 20, 2021

A must in any Contact Center Environment

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

It is used across our entire organization and gives us insight into staffing needs across both our contact centers and back-office operations.
  • Shows staffing needs across centers.
  • Shows interval staffing needs.
  • Staffing levels in a queued environment with multiple skill sets (where resources are shared) don't always accurately account for time splits. We had to create custom reports to solve this.
  • Improved productivity.
  • Improved service levels.
  • Increased capacity.

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?

No

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Verint Workforce Management has allowed us to better utilize our staff across multiple platforms and customer demands. Verint has allowed us to forecast volumes for internal and external customers and meet the expectations and demands of those customers.
The tool itself is very easy to use and has a high level of accuracy. The more complex your business though, like with any software, the more challenging it is to use the system completely "out of the box." We have had to overcome some WFM challenges in our outputs by creating some custom reports to show some of the data more accurately.