Item: Verint Workforce Management
Rating: 8
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

I currently use Verint Workforce Management to forecast, plan, and schedule employees. We also use the real-time management feature to identify any potential issues or system outages. Verint helps us to ensure that we have enough coverage for the expected workload and it helps in maintaining positive service levels within the department.

Pros and Cons

Pros

Scheduling
Forecasting
Track

Cons

Display more than 50 employees per page
Bring back the copy and paste right click feature
Add more options to tailor Classes

Return on Investment

Improved service goals
Improved accuracy of forecast

Key Insights

Do you think Verint Workforce Management delivers good value for the price?

Not sure

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

Multi-Channel Forecasting

Verint Workforce Management has helped me to create better forecasts with data collection, multiple interval level options, and real-time management views. Being able to save and run several forecasts is helpful to see the impacts of certain events, and compare forecasts to choose the best fit for the group needed.

Mobile Application

n/a

Other Software Used

Alvaria Compliant Outreach (Noble Systems), Microsoft Excel, Adobe Acrobat DC

Likelihood to Recommend

Verint workforce management is well suited for smaller sub-groups. It is much easier to work with a group of 50 employees or less due to the viewing limitations on screens that require an overall look. Verint does do a good job forecasting and scheduling with larger groups, however, it is very difficult to quickly view them at a glance.

Comments

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