Automating simple tasks for the win!
October 23, 2021
Automating simple tasks for the win!
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.
- Time off scheduling is easy and automated!
- Adherence is easy to view and manage.
- Forecasting and scheduling are made easy using Verint.
- 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 have not utilized the mobile application.