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.
- Improved Schedule Adherence
- Improved Agent Productivity and Awareness
- Increased Forecast Accuracy which improved staffing accuracy
Do you think Verint Workforce Management delivers good value for the price?
Are you happy with Verint Workforce Management's feature set?
Did Verint Workforce Management live up to sales and marketing promises?
Did implementation of Verint Workforce Management go as expected?
Would you buy Verint Workforce Management again?
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.
The Verint Monet tool has well suited our needs as we are a smaller-sized contact center and were new to the cloud-based WFM tool world. The Verint Monet team has continued to work with us to integrate changes we have made to our contact center like adding in and customizing our live chat processes along with our new queued call back feature.