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!

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
- 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
Verint Workforce Management Feature Ratings
Verint Workforce Management Training
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
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