Verint is My top Software!
Updated October 12, 2022
Verint is My top Software!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
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.
- 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.
- 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.
- 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.
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.
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
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."
We are currently in the development process and plan to roll this out to staff in the next few months. Stay tuned!