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Verint up and coming
Updated May 07, 2024

Verint up and coming

Deborah Neal-Love | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

It's used to service call volume for consumers that need to schedule and manage their healthcare. Also, it's used to verify benefits for specialized healthcare like Bariatrics. Great tool for digital marketing consumers.
  • Week at a glance of agent schedules
  • Ease in looking at real-time adherence
  • Ad hoc reports
  • Pulling reports within Verint detailed by agent
  • Net staffing report
  • Reduced overhead as no
  • Spreadsheet for schedules
  • NICE Employee Engagement Manager
Not as well but opportunity is there for them to improve based on using Verint through Five9 vendor

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?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

Not sure
Currently not using but plans are in the works to add
Five9
Users are challenged if they have used more robust systems. There are opportunities for improvement if the engineers/ programmers are listening to the customers.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
7.9
Time and Attendance Tracking
8
Scheduling and Shift Management
8
Payroll and Attendance Integration
Not Rated
Leave Management
Not Rated
Workforce Reporting and Analytics
7
Workforce Compliance Monitoring
8
Mobile Accessibility
Not Rated
Task Assignment and Tracking
Not Rated
Forecasting and Resource Planning
8
Staffing Forecasting and Resource Planning
8
Shift Swapping and Time-Off Requests
8

Using Verint Workforce Management

All phases of health care organization
  • Customer service
  • Scheduling Appts
  • Marketing
  • Pharmacy customer service
  • N/ A
  • Shift Bid
Because it is provided through the Five9
vendor, I am not confident in the chain process we must go
through for service requests and escalations.

Evaluating Verint Workforce Management and Competitors

Not Sure
  • Other
Product application was already implemented when I joined the organization
I would ask to be involved and ask questions for better comparison

Verint Workforce Management Implementation

Verint Workforce Management Support

ProsCons
Problems get solved
Support understands my problem
Slow Resolution
I am not sure what we have because we go through Five9 vendor for any Verint issues
When setting up shift bid feature in Verint. Team was extremely helpful in helping us get it setup
The vendor Five9 gets the rating not Verint directly

Using Verint Workforce Management

ProsCons
Like to use
Relatively simple
Easy to use
None
  • Forecast
  • Scheduling
  • Tracking - Adherence
  • Request Management for time off
  • N/A
Yes, but I don't use it
Always opportunity to improve