April 05, 2022
Score 9 out of 10
Overall Satisfaction with Verint Workforce Management
Verint is an amazing platform for managing the modern customer experience. This omnichannel platform helps to engage and maintain customers through their preferred contact method. Through Verint's suite of products and a knowledgable partner for deployment, companies can not only grow the confidence of their brand with their customers but also grow the comfort of their own staff. Leverage natural language in voice, chat, and social media. Utilize a single plane of glass for customer experience advocates to respond quickly and knowledgeably to customers who are reaching out with specific questions. With the abundance of information available to consumers, when a customer does reach out they generally have specific difficult questions. Help your staff become a star with knowledge management on your customer's preferred method of communication.
- Manage Staff
- Engage Customers
- Provide in-depth knowledge of your companies trends
- Not the cheapest solution
- Support can be slow and difficult
- Using some of the products have a steep learning curve
- Improve agent retention
- Improved customer interactions
- Providing responsibility to agents for first contact resolution
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?
In every installation, we have seen the forecasting ability improve from month 3 and beyond. It does need a decent time period to provide accurate input and build off of the data.
I have not personally used the mobile application, but have seen it in use to success for agents to interact with their companies during off-hours.