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Great for some, but not for all
September 28, 2022

Great for some, but not for all

Lee Duckworth | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

I am responsible for the resourcing of the force's 999 and 101 contact centre as well as dispatchers and other areas. I use Verint Workforce Management as my sole workforce management tool to plan staffing, manage overtime and leave as well as monitoring performance. I find Verint Workforce Management a really helpful tool for predicting future demand/performance and staffing requirements. It is not so helpful where planning non-telephony-based areas of the business are concerned, however. Verint Workforce Management is geared towards supporting a business with profit as one of its key factors and, as such, has some restrictions when it comes to being used by non-profit organisations such as emergency services. Verint Workforce Management has some really helpful tools to help promote fairness and automation. However, there are limitations in terms of personalising those to suit the Police Force, which is governed by the Police Staff Council Handbook, which makes some automation unusable for me. All in all, it saves us some considerable time with planning, but there is a fair amount missing that would otherwise make this tool invaluable.
  • Predicting future demand & staffing levels
  • Annual Leave automation
  • Enabling the monitoring of performance
  • Bespoke reporting writing needs to be more end user friendly - less specialist
  • The ability to design your own fairness rules / automation rules
  • A dedicated Overtime function to advertise overtime and automate the acceptance
  • Improved understanding of resourcing requirements
  • Helped to determine improve business rules around flexible working
  • Sped up the process of leave automation
Verint Workforce Management is our first WFM tool.

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

Not sure

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

No

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

As a force we do not currently have the right levels of staffing to be able to use Verint Workforce Management effectively when it comes to workforce allocation. What it has done, however, is enable us to demonstrate more accurately where our staffing shortfalls are and understand where our performance challenges are likely to be.
We have included it in our design but are currently experiencing pushback from our force's ICT and information assurance departments due to the uncertainty around information security, and it's effectiveness to achieve what we hope to achieve, which is predominantly to advertise and manage overtime.
Planning how many Contact Officers we need on a specific date/time where call volumes and average handling times are available works really well. Being able to monitor adherence also works well. When I plan radio operators, I need 10 bums on seats, no AVHT is relevant, and no performance goal is relevant, but I have to make up those figures in order to generate the staffing numbers. I currently have to advertise overtime on a spreadsheet, meaning manual inputting, manually updating of Verint once accepted, etc. I also have to manually count bums on seats because things like breaks and abstractions often distort the true figures.

Using Verint Workforce Management

500 - End users such as Contact Officers, Radio Operators, Sergeants, and Inspectors to review their duties and apply for leave. Senior Management Team to review performance, staffing concerns, and attendance queries, as well as managing their own duties. Resource Planners to plan staffing levels 12 months ahead, including training abstractions and future major events. Trainers to plan training events and monitor attendance levels. Human Resources officers to plan meetings, etc. Performance Managers to monitor adherence live.
2 - I am the only full-time administrator of Verint Workforce Management, with limited experience in the sense that I have reading material to follow and have paid for private tuition from a 3rd party consultant on how to make the best out of Verint Workforce Management. Prior to taking up this role, I had no experience and received no training other than from those reading documents. Although I am tech savvy, I do not consider myself skilled to a great level. The only other support I have internally is from our contracted ICT provider, BT, who has one individual responsible for the Verint element of ICT issues, and their knowledge of Verint Workforce Management is very limited, generally defaulting to referring all Verint-related cases direct to Verint.
  • Locking up of the generating schedule function
  • Failure of the Integration Servers (regular occurrence which takes days to fix)
  • Discrepancy of the Time Collector Mapping following software upgrades (not Verint)
  • To manage overtime (hopefully)
  • To develop better shift pattern ideas
  • To manage other areas of business such as Criming Officers
Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.