Verint Workforce Management- the gurus of Forecasting
Updated June 13, 2023

Verint Workforce Management- the gurus of Forecasting

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

This application is used in 4 departments in our organization. This addresses our forecasting and adherence needs.

Pros

  • Forecasting
  • Adherence
  • DPA Adherence

Cons

  • Wish it was not limited to only view 50 Agents at a time
  • The ability to right click and edit schedule easier
  • Day details tab added under Forecasting and Scheduling
  • Improved our MAPE
  • Improved our Service Level goals
  • Provide insight on our Assist line queue lacking FTE
We selected Verint due to our previous relationship and the reason we went with Verint is also due to the other features we utilize: real-time monitoring, QA, DPA, and Speech.

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

It has impacted our accuracy on having Agents scheduled correctly during our impacted call volume days. Utilizing the What If feature assisted WFM with building schedules for our seasonal Agents accurately and eliminated the issue with changing schedules as often. The overtime request feature also eliminated the email traffic and time having to add those schedule changes in the system.
This feature allows Agents to submit leave sooner and review schedule changes when out of office. We use this feature for overtime requests and sending messages when Agents are not in the office.
Verint Workforce Management is well suited with Forecasting and combining different work queues, applying shrinkage and Service Level Goals. Where it is less appropriate is viewing the increments of time by 30min intervals in the Forecast section due to our CUIC application only doing 30-minute increments, not 15min or 1hr.

Using Verint Workforce Management

18 - E commerce, IT, Financial, and HR
  • Flexibility
  • Optimization
  • AHT
  • Offer flex schedules
  • Allow request time off in one platform
  • Back-office
  • Omnichannel
This application is very easy to use and we enjoy learning all the new insights Verint has to offer.

Evaluating Verint Workforce Management and Competitors

Yes - WFM and QA. The previous application kept failing over. Inconsistent reporting caused for allot of confusion.
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Consistency and ease to use.
Looking at the full suite and getting leaders more involved in the research of a new product.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 years ago
    Hi there! Thank you for reviewing Verint WFM (and updating your review)! We so appreciate the 5 stars! It's great to hear that you've had success with achieving your SLGs and elevating your productivity. It's also wonderful to hear that you're utilizing the mobile app! And thank you for providing some honest feedback about areas that need improvement. I will communicate your comments to the team. Note about the right click functionality: this functionality was changed due to accessibility needs. The new use of this feature is now extended to tablets and similar devices. Please keep up the great work and feel free to update your review with further information any time. Cheers!

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