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Verint Workforce Management your best customer service partner
July 09, 2022

Verint Workforce Management your best customer service partner

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

Overall Satisfaction with Verint Workforce Management

We are an ISP and we use Verint as a Tandem solution to record and Verint Workforce Management deafferents companies, with Verint Workforce Management we could centralize the contact center agents interaction with a robust platform highly redundant and resilient. We use a Verint cluster across 2 Caribbean countries, and we host more than 5000 agents and at least 20 different organizations.
  • Call Recording
  • Call interactions, evaluations
  • Training new hires with the recorder interactions
  • Screen recorder
  • Playback plugin is an APP and is different to enable new users to use Verint as a Supervisor.
  • Form designer should be part of the wen administration not a different app
  • Bulk creation or edit should be improved to be more efficient
  • Improve service level on the company
  • Improve customer representatives training
  • Improve QA department to follow up agents progress

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

The QA department support Verint in all their follow-up and improvement plan, due to the customer interaction prediction, these tools allow a better action plan to improve weak areas across the company, taking a particular focus on customer interaction and quality of services, and agents' progress monthly incentives, all these allow us to improve 15% our service level.
Mobile applications allow the freedom of use from any place with a very intuitive interface, with support of the principal Phone OS, and easily installed and updated from the belonging app market. the playback recording works as well as a desktop application and the share of interaction is another outstanding feature to take a look at.
Calabrio ONE, Microsoft Teams, Cisco 4000 Series Integrated Services Routers (ISR 4000)
Verint Workforce Management is a win in call center organization, customer care business, QM, and interactions companies that can help their client to improve their customer service by providing tools to monitor, evaluate and follow up on customer representatives' progress from scratch to expert level; banks, hospitality, medical services, hoteling, call centers, can take advantage of Verint Workforce Management, Verint could be integrated with the mayor Voice provider on the market.