Verint for the win!
April 06, 2022

Verint for the win!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Verint Workforce Management has so many aspects, I am still amazed at what it can do after over 5 years in a serious partnership. Verint is used by both our Call Centers and our Distribution Centers. Call Centers use it for scheduling and time off, call analytics, surveys, and time card management. Our Distribution Centers use it for scheduling - including time off bidding and scheduling to import to our timekeeping system, as well as for data collection for in-depth real-time reporting and to import to our mass media notification system. The ability to provide up-to-the-minute data even when our team is using mobile apps off-site is a dream come true.
  • Collaboration for solutions to unorthodox business practices - they WILL solve an issue if it arises.
  • Training on anything with down to earth and knowledgeable teachers.
  • Listening - they go over the top to listen to what our suggestions are and implement them.
  • Blue Pumpkin. :) I work mainly in the WFM databases. Many times, I possess more information on the inner working of the databases than someone I am working with from the company. Beef up that sector!
  • Pairing reps from the company with reps from our company in the same time zones. Online collaboration can be difficult for tickets due to working with someone in UK or Italy.
  • We have a dedicated account manager. How about dedicated account responders? Over the years, I have worked with so many folks from Verint. I would rather be able to reach out to those who know our system instead of getting a random tech when I open a ticket. In most cases, we end up being routed to that same familiar person in the end because they KNOW us. Start out with that person first and save us all time and save us from repetitive explanations.
  • Definitely Verint has improved our service goals related to Staffing. It's a no brainer.
  • The Style of employee self service has improved admin productivity.
  • Reporting has been tough; We write our own to supplement the stock reports. Going to the cloud is going to be difficult for us.
We had a partial out-of-the-box solution that worked with Pipkins. The dev team had to create so much of the program to fit our needs. It was rough because there was such a long "laundry list" of enhancements and most never made it to the top of the list. Verint had so much of what we needed prior to implementation. After purchase, they became partners in development to take it to where we needed to go.

Do you think Verint Workforce Management delivers good value for the price?

Not sure

Are you happy with Verint Workforce Management's feature set?


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?


Would you buy Verint Workforce Management again?


They are incredible! However, it took a few years to get set up and to understand how the algorithms work. Convincing the sites to move forward with the preferences was harder than implementing them. The flexibility is a beautiful thing. We can schedule random schedules, prebuilt fixed schedules, schedule with no prebuilt schedules and also schedule with a combination of them based on employee status, work patterns, and preferences. It fits our business model to a "T".
Mobile is awesome! We have several fulfillment centers that do not have computer access to all warehouse workers. They prefer to use the mobile app.

The issue with that is that in the southeast US, it is basically an Android area due to the affordability of that type of phone and many functions are best suited to iPhone. When we discover an issue with mobile, it does affect entire sites. It took us 2 months to get this last bug fixed. No bueno.
Tableau Desktop, HEFICED Kronos Cloud, Microsoft Application Server (deprecated)
Verint Workforce Management is well suited for advance scheduling and vetting scenarios for staffing up or down in an instant. It is not suited for non-standard staffing situations. Good thing for us that we know how to think outside the box and have made Verint work for us, sometimes in not the intended manner, but it does work.