Verint is a Worldwide Leader and My Company uses it, so should yours!
Updated September 23, 2024

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.

Pros

  • Allow for automation of volume counts
  • Allows for great flexibility with managing employees
  • Allows for greater visibility into employees work habits

Cons

  • 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
Our employees have been able to receive quicker responses to their requests and have been happier overall with their experience
Yes, we have clearly defined roles and are able to skill accordingly
Automated Volume Capture and Desktop Process and Analytics
It is user friendly
  • NICE Back Office Workforce Management and Genesys
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.

Currently, we have tested the capabilities of the Genesys platform and found it to be lacking with the offerings of their product

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?

Yes

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
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.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
Not Rated
Time and Attendance Tracking
Not Rated
Scheduling and Shift Management
Not Rated
Payroll and Attendance Integration
Not Rated
Leave Management
Not Rated
Workforce Reporting and Analytics
Not Rated
Workforce Compliance Monitoring
Not Rated
Mobile Accessibility
Not Rated
Task Assignment and Tracking
Not Rated
Forecasting and Resource Planning
Not Rated
Staffing Forecasting and Resource Planning
Not Rated
Shift Swapping and Time-Off Requests
Not Rated

Verint Workforce Management Training

  • Online Training
Would have liked to see more hands on

Upgrading Verint Workforce Management

Yes - Through a large amount of testing, we were able to successfully implement 15.2 but it was not without it’s challenges
  • Increased User focus
  • Ability to automate systems
  • Navigating
  • More functionality
  • More automation
  • Easier End user access

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 7 months ago
    Hi there – thank you so much for submitting (and updating) your review of Verint WFM. We are thrilled to hear that you’ve realized several ROIs from using our solution, including enhanced productivity, more flexibility, and a more streamlined workflow. Also, thank you for covering a few areas where we need improvement. Your feedback is invaluable as we continue to enhance our solution to better meet your needs. We are committed to addressing the mentioned issues to ensure a smoother experience. Thanks again for the detailed feedback! Cheers

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