Automating simple tasks for the win!
Updated September 19, 2023

Automating simple tasks for the win!

Stephanie Claycomb | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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.

Pros

  • Time off scheduling is easy and automated!
  • Adherence is easy to view and manage.
  • Forecasting and scheduling are made easy using Verint.

Cons

  • Automated alerts when users have exceeded their allotted lunch time in minutes.
  • 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?

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

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've just begun using the mobile application. It has made it easier for the frontline reps to ask for time off and they can do it while not in the office.
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.

Using Verint Workforce Management

5600 - Workforce Management Team
Forecasting
Schedulers
Managers
Frontline reps
Analysts
100 - The types of people who are needed to support WFM are those who can multitask, be organized and work in a fast paced environment! We typically use people who handle many tasks at once, have an analytical type mindset and are also good communicators. It's also important to have staff that understand the balance between staffing and meeting goals and how to balance those things.
  • Forecasting staffing needs
  • Manage scheduling for staff
  • Automated Time Off and Request Handling
  • Adherence Management
  • Supplier management across 3 suppliers and 6 locations
  • Integrate more into the Scorecards
  • More back office Workforce Management
  • Increase mobile application usage
We've invested a lot in the application and it's working like a well oiled machine.
We're managing thousands of users across many many teams.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 years ago
    Hi Stephanie – thank you for submitting your review and updating it with new information, as well! We’re thrilled to hear that Verint Workforce Management integrated into your workflow like a well-oiled machine. We’re glad to hear that the solution freed up valuable time for more complex items. Also, thank you for providing feedback about the need for automatic alerts. We are always looking for ways to improve, so thank you for the valuable insights. If you have any updates to this review in the future, feel free to edit it with new information. Keep up the great work! Cheers

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