Hardcore Software
September 30, 2022
Hardcore Software
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
In my organization, Verint is used for a variety of tasks. My experience has primarily focused on Speech and Data Analytics, Agent Interactions, Desktop Analytics, Forecasting and Scheduling, and Real Time Agent Tracking and Reporting. It is a helpful aid in predicting call trends and patterns, ensuring there is sufficient staffing, and identifying specific call types that can be continuously tailored to fit the company's needs.
- Creating mass schedules for large organizations
- Predicting and tracking call volume based on recent and historical trends
- Creating custom detailed reports specific to the company
- Some report options are difficult to understand what specific functions they perform
- The speech transcription is often inaccurate
- A translate option could be helpful for foreign language calls
- Improved productivity
- Reduced overhead expenses
- Identified target areas to focus for improvements
Verint Workforce Management provides more visibility on associate planned activities. It is excellent at taking multiple factors into consideration to set manageable goals and improve performance. There are a variety of options to fine tune so it is specific to the company's needs. There are multiple online resources available to become more familiar with its functionality.
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
We are able to quickly identify key terms and phrases as they increase or decrease in frequency. Having that visibility allows the company to easily identify when there is an unexpected or sudden change in call trends, and improve the customer and associate interactions.
I do not utilize the mobile application often, but it has been a great resource for our call center agents to view their schedule, swap shifts with other associates to suit their personal lives, and receive notifications for overtime opportunities.