From Spreadsheets to Cloud Based
Updated February 14, 2024
From Spreadsheets to Cloud Based
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We had been using excel spreadsheets and manually created schedules for years and it had become incredibly time-consuming, not centralized, and not as accurate as we would have liked. By using Verint Workforce Management, we've been able to forecast, make real-time changes, and be efficient while raising awareness on the importance of following schedules and the planning activities.
- Forecast Accuracy
- Real Time Changes
- Reporting
- Access to changes that have been made, like the history of a schedule change and if something is overridden.
- The ability to copy and paste.
- Ability to notate on days that an event might have happened, like a closure or weather event.
- Improved Schedule Adherence
- Improved Agent Productivity and Awareness
- Increased Forecast Accuracy which improved staffing accuracy
We were looking for a tool that robust enough to handle our needs but also relatable enough for our sized contact center. Verint WFM Professional had just what we needed without overwelming our teams and systems. the Five9 solution, while just as capable in usability just did not have what we were looking to achieve as first time cloud based, WFM tool users.
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
Since training and implementing the Verint Monet tool, our forecasting accuracy has increased immensely. I have an accuracy goal of at least 90% or higher each month and have maintained or exceeded that goal continuously. It has also enabled us the ability to go back and look at historical data and call volumes and be able to predict when we need to start increasing our headcount for our seasonally charged business.
No, we have not since it is not offered with the Verint Monet tool.
Using Verint Workforce Management
40 - Agents, supervisors, team leads, managers, WFM team
2 - Our WFM team consists of a manager and an analyst. We utiize all functionality from forecasting, to RTA adjustments, schedule and time off updates to analysis of reporting and data. Our team is learning to master the art of both written and oral communication, the ability to make unbiased decisions that have a positive impact on not only the contact center but the business as a whole. We have increased our engagement and are learning every day the art of WFM and skills need to be accurate and successful.
- Forecasting
- RTA Adjustments
- Schedule Management
- Increased Training
- Accuracy of Business Needs like Headcount
- More calls with less people
- Multiple site locations, even in different time zones
- API with time keeping systems
Evaluating Verint Workforce Management and Competitors
- Cloud Solutions
- Integration with Other Systems
- Ease of Use
We were looking for a tool that would take us from spread sheets to cloud based but that also was easy for not only our WFM team and leaders to learn but also for our contact center agents who use it daily. It also helped that one of our other vendors made the recommendation for this and assured the relationship would be a good match.
I would not change anything.
Verint Workforce Management Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled - We were looking to go for a cloud based tool as we were aligning with business needs and requirments of going to a new CRM that was cloud based and alreayd being implemented within other areas of our business. It only made sense for us to also implement a WFM tool that would easily be used and as a tool other members of our contact center could learn.
- Post implementation we added in our live chat group and that has seen some issues with connections often breaking and data not being gathered.
Verint Workforce Management Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support understands my problem Support cares about my success Quick Initial Response | None |
No we did not. I do not know why but I am also not sure if it was an option at the time of our implementation.
Yes - Most of my issues are resolved in a timely fashion. Some may take more research than others and some we have had to wait for an update to take place.
There was a time where we were looking to differentiate between chat bot and live agent chats. The Verint support team worked diligently to test and impliment the correct data trackers to help me ensure I was getting the correct information I needed to forecast and schedule accurately.
Using Verint Workforce Management
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Forecasting with historical data
- Manual schedule updates
- Reporting
- Reporting does not always provide the data how I need it or together with other data needed
- Scorecard creation and management is difficult and cumbersome