Item: Verint Workforce Management
Rating: 10
Author: Eric Roussos

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Currently, I'm the system administrator for Version 15.2, but I've worked inside this version platform and also 11.1 as Workforce Management, Quality Assurance, Speech Analytics, and Desktop Process Analytics. I personally, in the past, with a 24x7 Call Center organization, used flex scheduling, lunches, breaks, meetings, etc. to utilize inbound and outbound agents to the best of their abilities they have and ensure phones are as close to the goal of the speed of answer we could. Flexibility in a 24/7 environment gives a workforce manager the most prominent way to use a set of agents to minimize lulls in service level. Currently, another organization is 6 am to 8 pm Monday through Friday, with gives WFM another way of thinking about how to utilize agents. You would think that scheduling this is easier, But limitations in how many hours they can be scheduled give another mindset of what you are thinking and how to optimize the resources you have.

Pros and Cons

Pros

Optimizing a workers days which includes any non scheduled phone activity.
Verint Mobile provides another facet of utilizing Verint.
Keeping an open dialogue between wfm and end users.

Cons

Possible further approaches for long-term forecasting that are not as "specific" and can leverage items like a strategic planner.
I liked it a bit better when adherence data wasn't involved in the Forecasting and Scheduling portion.

Return on Investment

Job Performance the the Visual Aspect it brings.
Analytics that comes from Speech and DPA.
Ensuring calls are recorded 100% of the time both Audio and Screens.

Automation and Capacity

It gives managers more time for coaching and quality assurance review.

Alternatives Considered

Calabrio ONE

With talking with collogues and networking opportunities, Verint is always the number one product in communication. Although listening and respecting others, Nothing matches how well Verint fits my needs over and over again.

Key Insights

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?

Yes

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Multi-Channel Forecasting

Building flexibility into 24/7 schedules is one of my personal achievements when using Verint. This is something that let me be rewarded as the 2017 Verint WFM Winner for "optimizing the workforce."

Mobile Application

We are currently in the development process and plan to roll this out to staff in the next few months. Stay tuned!

Other Software Used

Calabrio ONE, Azure Database, Microsoft Access

Likelihood to Recommend

I've used the WFM Model within Verint in much smaller hourly windows and 24/7. Both provide a broad stroke of the possibilities that accompany the platform. There is so many different maneuverer WFM can use or reproduce, and that is an exciting way of writing how a forecast comes out.

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented 3 years ago
Hello Eric - wow, a long-time WFM user! It is a great honor to receive such a glowing and well-detailed review from you (bonus points for coming back and updating your review with more information). We're so glad to hear that our product helps you optimize your scheduling work. Also, thank you for your feedback and ideas on forecasting. I'll make sure to pass them to the right team. Thanks again and have an excellent day. Cheers! PS: please do let us know your thoughts on the mobile application once the development process is complete.

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