Verint Workforce Management is Great!
Updated February 14, 2024
Verint Workforce Management is Great!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We use Verint WFM mainly for our call center. We do use Verint in other aspects of our business but the bread-and-butter is with our call center staff. The WFM team is in the thick of it every day. As a Telecom Engineer, I support the WFM team. Otherwise, we've found really no issues with Workforce Management. It's been stable.
- Scorecards for Employees
- Forecasting and Scheduling
- PTO Calendar for Employees
- A more streamlined GUI
- Mapping a new work queue has too many steps which is slightly cumbersome
- Improved Service Goals
- Forecasting Customer Needs
At the time when we first integrated Verint, there were no other big players in this market. We've been with Verint for years now. There have been other players with other Verint applications, but we keep coming back to Verint as they as made the applications robust enough and solid foundation.
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
I'm not sure how to answer this but on a general level the WFM team has been able to pivot and adjust accordingly during those high & lows of each season for us. Using past historical data they've been able to use the WFM Forecasting & Scheduling to help with solving the business' need.
No, as we don't use the mobile application simply because we are a heavily regulated industry and don't want to risk losing any customer PHI.
Using Verint Workforce Management
10 - There are about 10 people on our WFM team that use the Verint WFM module on a daily basis. However, all people in our organization are using Verint in some form or fashion. We use Verint company wide under Sales, Operations, Workforce Management in the Call Center, IT Support, Backoffice, & Medical Staff. But with regards to Workforce Management only, the WFM team works on Speech Analytics, Call Transcriptions, searching past Interactions (both audio and screen recordings), and researching data on KPIs with Scorecards.
10 - First and foremost, the people would have to have a knowledge and understanding of the business processes. Secondly, they would have to be familiar with technology and navigating around the Verint platorm. And lastly would be to build upon the first and second points ... generally speaking knowing the business ebbs and flows, how/what can this Verint feature solve in our current environment? For this they may have to reach out to IT Support (internal or Verint Support) to help with integrations, setting up adapters or KPIs to track metrics.
- PTO Calendar for Employees
- Forecasting and Scheduling
- Scorecards for Employees
- Verint Scorecards - exploring the performance of advisors with metrics
- Employee PTO - allocating monthly resources so employees can schedule PTO (w/o all taking off on a particular day)
- Not sure how to answer this? I believe we've found all that we've could and solved any issues in the past from using WFM.
Evaluating Verint Workforce Management and Competitors
- Integration with Other Systems
- Other
I can't single out 1 single factor, but it's a combination of integration with our current systems and having Support. We need a system that is going to integrate into our current environment and fit well. We don't need a solution that we'll try to re-engineer anything or make it work. And with that having a great software but without the knowledge & sense experience you'll need support to help fix any issues along the way.
There's nothing to change. We've talked about it until we were all blue in the face. Multiple business departments weighted in, we talked about the advantages and disadvantages. Where was the Vendor heading? Are they the leader in the industry? Long term, where do we see ourselves in 5 years from now? 10 years? There honestly was nothing to change about the evaluation and selection process.
Verint Workforce Management Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes because Verint is integrated with so much of our business systems and it's used on a daily basis by multiple departments. If something were to go awry or down during business hours, we would need Verint Support as a crutch to help us triage the issue and get us back to operating levels. We've had to create P1 tickets over the users, several times in fact, when we've had issues. It's nice to have.
Yes - Yes, and to be honest we didn't realize that it was a bug until Verint Tier3 Support advised that we did indeed find a new bug. Even though this bug did take some time to get addressed in a new WFM module update, but it did fix after the patch was applied in our environment.
I had a quasi-911 issue where 1 of our business units was not operating at normal business levels and it was starting to cause issues. This came after the weekend where we had upgraded our Verint platform, so I thought the issue stemmed from a recent KB update on the server. So, I created a ticket with Verint Support and after going back and forth on the case, I requested that the Tech please reach out via Webex so I can share my screen as this was starting to impact services. He did so and the issue was resolved in a matter of minutes. A quick fix in our environment, no downtime was needed, and I looked like a superhero for getting that group backup.
Using Verint Workforce Management
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using | Requires technical support Lots to learn |
- Calendar PTO approval for Employees
- Forecasting and Scheduling
- Scorecards for Employees
- Mapping a new work queue has too many steps which is cumbersome
Upgrading Verint Workforce Management
Yes - Yes, WFM updates go through smoothly every time. The changes are always welcomed by the WFM team as they look at new features and bugs that have been squashed by the update. From an IT perspective the WFM module update take less than 2 hours from start to finish--which includes post validation testing to ensure reliability and connectivity.
- Some changes to the GUI that are welcomed
- Squashing bugs
- Ending support for older MS Servers and including support for new MS versions
- Squashing more bugs