Overall Satisfaction with Verint Workforce Management
We use Verint to manage our contact center reps who support phone calls, chats, and emails. We use it for PTO scheduling, staffing, and forecasting, as well as adherence and performance management. We use it to view real-time performance as well as forecasted performance for our teams. We manage over 12,000 users in the application and have several WFM teams that support different areas of our organization.
- We've shifted our WFM analyst focus from remedial tasks to more complex and worthwhile work.
- We are able to improve our service level goals because we can monitor them more closely and have better forecasting!
Do you think Verint Workforce Management delivers good value for the price?
Are you happy with Verint Workforce Management's feature set?
Did Verint Workforce Management live up to sales and marketing promises?
Did implementation of Verint Workforce Management go as expected?
Would you buy Verint Workforce Management again?
The forecasting accuracy has helped us immensely in that we can make sure we have the right people in the right place at the right time. We monitor this closely and make sure that we are within a small range of accuracy. We are able to make adjustments if necessary and unexpected fluctuations occur.
We have not utilized the mobile application.
Verint has freed up our WFM analysts to work on more complex items and keeps the simple tasks, such as approving time off, automated and easy. We really like that the application also integrates with other tools such as our desktop process analysis functionality. It makes performance management easier.