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Verint Workforce Management/Optimization Review
June 14, 2022

Verint Workforce Management/Optimization Review

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Verint Workforce Management is used for call center forecasting, scheduling, and capacity planning + user management. Currently, we are unable to accurately build schedules for CTS and Teleperformance B2B Teams and are unable to track Avg. Agent Handle time. We are unable to pull in B2B cases from Salesforce Service Cloud.
  • User management
  • Forecasting
  • Recording
  • The schedules in Verint Workforce Management today are being loaded manually, so I am unable to confirm the accuracy of the start and stop times of the schedules.
  • They need to improve the processes and accuracy to meet COPC Certification standards by reducing abandoned call rates and improve turnaround time on cases.
  • Improved productivity
  • Improved service goals

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

I am a Product Owner/Manager for Workforce Optimization (WFO). I do not use Verint Workforce Management directly as an end-user, but support the Business Owners who would do the forecasting/planning and accuracy. The previous questions state our issues with scheduling accuracy and Avg Handle Time.
No - but we are interested in options for the mobile application for the future.
COMPASS Quality Management System (QMS)
A lot of our current data processes are file-based requiring the need to build adapters. We are still within the 15.1 version and on hold to upgrade to 15.2. Integration with Salesforce Service Cloud would allow for more efficient data collection and processes. We have a need to alleviate call handling scheduling gaps by capturing "time spent working" and "arrival patterns" so that Verint Workforce Management can better align schedules with incoming work.