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Verint is a Worldwide Leader and My Company uses it, so should yours!
January 11, 2022

Verint is a Worldwide Leader and My Company uses it, so should yours!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use Verint for a multitude of items such as Quality Monitoring, Time Off Management, Productivity, Efficiency, as well as performance management. I personally manage the quality management portion and Verint helps me to track employees' work habits as well as be able to identify problem areas and process inefficiencies. I utilize it along with Verint's Desktop and Process Analytics to see where employees can improve their production.
  • Allow for automation of volume counts
  • Allows for great flexibility with managing employees
  • Allows for greater visibility into employees work habits
  • Clearer user guides along with better personalized support
  • Connectivity with certain applications, i.e. Recordings not available
  • Updates performed quicker
  • Better connectivity with outside applications and or databases
  • Improved productivity
  • Enhanced accountability
  • better troubleshooting solutions
I was not involved in the decision-making process for this but I was able to see how the NICE product worked and how it interfaced with what activities we do, in the end, I believe it was determined that some of the functionality that was available in Verint as well as support was better for our company in the long run.

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?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

Yes

I have not used the forecasting functionality in a few years but it was very precise in being able to identify where gaps in coverage appeared and where we could add in a workforce. Using the Pulse feature allowed me as a real-time analyst to be able to make changes on the fly for the good.
We have not used the mobile application
Microsoft 365 (formerly Office 365), Azure SQL Database
We have multiple areas that perform back-office work where they process claims and they track those volumes, we have an excellent process in place with some areas where the volumes are automated and the employees are not responsible to enter their counts which makes them much more efficient, but this is also limited because the application has to be connected to a database which does not always interface with the Verint application. If we do not have these workflow tools in place then we cannot automate the process which creates more time for the employee to have to perform those functions.