Long Time Verint WFM user
January 10, 2022
Long Time Verint WFM user
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We use Verint WFM to schedule and forecast volume for voice and chat channels. The primary business user is our Dental Technical Support team as well as other users such as Vet support and our financial shared services. The total seats we schedule and forecast for are around 275 FTEs.
Pros
- All in one scheduling and forecasting tool
- Realtime Adherence
- A very flexible forecasting model
- Availability in the cloud
Cons
- The process of scheduling
- With flexibility there leaves a lot of room for errors if all the details are not perfect
- How it interacts with other parts of the suite
- Improved service level
- Increased customer satisfaction
- Allowed us to become more value add as a service center due to more streamlined operations.
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?
No
Would you buy Verint Workforce Management again?
Yes
We have been able to fine-tune the forecasting model to get be very accurate to the 30 min intervals. This allows us to be very tactical in how and why we schedule folks. We have a diverse set of queues that we handle it also allows us to be better at staffing those smaller and more niche areas.
We have not utilized mobile as of yet. We want to be aware of the time that is spent outside of work as time outside of work. While most folks that handle the front line support are of the age where they are digital natives we do not want those folks checking work outside of their paid hours.
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