Optimizing contact center operations using Verint WFM.
October 20, 2021
Optimizing contact center operations using Verint WFM.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
At BCBSofLA we use the Verint WFM software suite in our contact center. It helps us manage the staff, increase our customer experience, and also gives us a real-time picture of the contact center operation.
- Both historical and real-time reporting.
- Help us plan future staffing based on historical analysis.
- Gives us multiple views of the operation, from detailed views (agents) all the way up to the entire division.
- I'd like to see more customizable alarm/thresholds.
- More mobile integration.
- Custom reporting using SSRS.
- 3% staffing reduction.
- 8% improved SLA.
- Genesys Cloud CX (formerly Genesys Cloud)
Verint gave us a better integration with our ACD system than Genesys did at the time. This reduced the risk of human errors while inputting ACD statistics. Also, the reporting in Verint is better, giving the contact center management better insight into the day-to-day operation. This has helped justify staff reduction.
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?
Yes
Did implementation of Verint Workforce Management go as expected?
Yes
Would you buy Verint Workforce Management again?
Yes
By using the strategic planner and the WFM suite, we have been able to predict seasonal variations in staffing levels. This, in turn, has allowed us to better serve our customers.
We have researched and "played around" with it, but chosen not to operationalize the mobile app yet.