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Just getting started
Updated June 07, 2023

Just getting started

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

Overall Satisfaction with Verint Workforce Management

We have just updated to HFR2021 and wow. The removal of Java dependency is well received. The ease to the end users is well measurable. The new location for some of the features took some getting used to but the improvements far outweigh the changes. Verint now it’s time to improve Form Designer and DPA.
  • Schedules.
  • Real time analysis.
  • Forecasting.
  • Form designer.
  • DPA triggers.
  • Recording of real time monitoring.
  • Too early to tell, just upgraded.
  • Faster reports is a bonus.
  • No longer having Java limitations.
I have not used used any other WFM products. We have been utilizing Verint since it was blue pumpkin. We have looked at Salesforce but it is not as robust with other modules.

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

We have been able to provide more consistent staffing results. We are currently exploring all the new features and updates of HFR2021. So far we are enjoying the updates and improved performance.
We are looking into implementing in 2023. We have discussed this topic with our representative and are scheduling meetings to explore and start to implement. Very excited about this feature.
Real-time updates to pulse and adherence is so fast and easy. We also enjoy the improvements with calendar adjustments. We just upgraded to HFR2021 so we are currently learning but no Java is amazing.

Using Verint Workforce Management

4500 - Omni-channel services within the Contact centers
20 - We have planners, schedulers and administrators
  • Scheduling
  • Service tracking
  • Correct levels to match service
  • looking for innovative ways on the conference
  • mobile
they know

Evaluating Verint Workforce Management and Competitors

Not Sure
  • Ease of Use
not in the position to make those decisions

Verint Workforce Management Implementation

the PM provided by Verint was only reactive to our requests and finding. We PM'd the entire project and he did very little.
  • Implemented in-house
Change management was a major issue with the implementation
  • Recording integration
  • Profile migration

Verint Workforce Management Support

ProsCons
Knowledgeable team
Problems get solved
Kept well informed
Support cares about my success
Slow Resolution
Poor followup
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Yes, not a decision maker
Yes - no, bugs take a long time to resolve and get put into packaging for installation.
Our SAM is always there to support and advocate for us.
Some support cases are resolved quickly while others take long periods of time.

Using Verint Workforce Management

ProsCons
Like to use
Technical support not required
Well integrated
Quick to learn
Inconsistent
Feel nervous using
Lots to learn
  • QM
  • User management
  • scheduling
  • calendar updates
Some solid and easy features, lost some of better features when moving to HFR2021