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Verint Overall Hits the Mark
April 30, 2022

Verint Overall Hits the Mark

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

Overall Satisfaction with Verint Workforce Management

Our organization uses Verint Workfroce Management's Quality Monitoring, DPA, Forecasting and Scheduling, and Scorecards. These products help our organization monitor customer interactions and accurately staff all channels of phone, chat, email and social media on an interval basis in order to achieve our average speed of answer goals. By being able to forecast intervals accurately, we can schedule efficiently for labor savings and the use of real-time adherence and DPA allows us to easily track our agent's time. By being able to monitor contacts, we are able to send out e-learnings and trainings to help our agents improve the quality of their interaction, which increases customer satisfaction and decreases average handle time where appropriate. Verint Workforce Management helps our organization be effective and efficient.
  • Forecasting
  • Scheduling
  • Real Time Adherence
  • DPA (Desktop Process Analytics)
  • Ad hoc reporting should be easier to use
  • Mobile App - need more features/functionalities
  • Configuration- settings, rules, etc - is complicated with many organizations
  • Improved Service Level Goals
  • Improved Quality Scores
  • Reduced Labor Expense

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

Not sure

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

Yes

Did Verint Workforce Management live up to sales and marketing promises?

Yes

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

We have been using Verint Workforce Management to forecast calls, emails and chats for a long time. Verint Workforce Management does a good job with providing staffing requirements. Social Media is one of the newest customer touch points we have been using Verint to help forecast. With Verint's help, we are able to staff our social channels appropriately.
In my experience, the Mobile App is very limited. We are hoping Verint Workforce Management will be adding more functionality to more closely mirror the desktop. Many of our agents will not use the Mobile App because they end up having to go to the desktop anyways.
Verint Workforce Management has a list of canned reports, but they cannot be edited. This is where Ad Hoc Reports are supposed to be utilized. Verint Workforce Management Ad Hoc report creation used to be easy for anyone to create a report run needed data, but Verint changed Ad Hoc reports in V15 to SQL. Now, I believe that this is very complicated for an average user to use, even with many hours of training. I feel that the new Ad Hoc reports has prevented our organization from pulling much needed data from our database. Verint Workforce Management does a great job with scheduling meetings and trainings for agents, but has no way to allow an agent to pick up a missed meeting or training to have it added to their schedule, thus causing manual intervention. Verint Workforce Management can run a report on who was scheduled for a training, but cannot provide a list of who was not scheduled for a training (we have to do screen shots from a page to compile a list). I could go on and on regarding individual wishes of ours. Verint Workforce Management does have an Idea Forum where ideas are posted, voted on by peers, and commented on by Verint development. We have seen some features get enabled.