Determining what really counts!
July 06, 2022

Determining what really counts!

Cathy Burford | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

I am a Speech Analyst. Our group uses Verint Workforce Management to listen to calls for agent quality improvement and monitoring. Our Speech team uses Verint Workforce Management to determine the voice of the customer and navigate through process improvement options for agents and increase customer satisfaction from the front line level. One of our main goals is to improve repeat contacts.
  • Agent User abilty to view and remain in adherence
  • Call management, ability to tag and file calls
  • Organized and User friendly Speech Analytics user space
  • Speech transcription Exporting
  • Speech voice recognition and need for tuning
  • Ability to export and talk to other platforms like Tableau
  • Repeat Call Discoveries
  • Automated Productivity Opportunity Imorovement
  • Quality Improvements

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

Not sure

Are you happy with Verint Workforce Management's feature set?


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?


Would you buy Verint Workforce Management again?


The Speech Analytics platform has given us the opportunity to navigate through conversations between customers and agents to determine what areas specifically from a ranking standpoint our business groups should be concerned with. The word cloud keeps us keen to understand what common terms and phrases our customers are using for example "cancel" is a detrimental phrase to our business and it lets us know the volume in which customers are trying to cancel and the rate at which agents are saving based on reporting.
We have not utilized this option.
Verint Workforce Management is well suited for user groups where little tuning is needed and pre-built categories exist for the line of business being used. Verint Workforce Management also has a very good online community support system that will allow the user to search for answers to commonly asked questions and scenarios however, there is room for improvement to staff a person to answer real-time questions.