Item: Verint Workforce Management
Rating: 8
Author: Patti Roberts

Use Cases and Deployment Scope

We use Verint Workforce Management for scheduling agents at our multiple operating companies. This allows us to schedule a large number of agents very quickly. We also use Advanced Scorecards, Speech Analytics, Customer Feedback and Quality Monitoring. These powerful tools give us insights into our business we would not otherwise have. It gives us the opportunity to improve on our customer experience and our employee experience.

Pros and Cons

Scheduling
Quality Monitoring
Scorecards

Customer Feedback
Speech Analytics

Return on Investment

Scorecards - gives insight into agent behavior
Scheduling - allows us to schedule when needed
Customer Feedback - doesn't tie together well

Alternatives Considered

NICE Adaptive WFO

Key Insights

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?

Did implementation of Verint Workforce Management go as expected?

Would you buy Verint Workforce Management again?

Yes

Multi-Channel Forecasting

It allows us to see schedule when customers are expecting us to be there

Mobile Application

Our customer service agents and supervisors use the mobile app to view schedules, submit for time off, check requests

Other Software Used

Avaya Call Center Elite, Avaya Aura

Likelihood to Recommend

Customer Feedback needs some improvement. It's not fully integrated and seems like it's a separate stand alone module. It would be nice to be able to have all of the details on the call along with the survey to tie it back. Scheduling is very good, but could be improved if it wasn't so heavy on right clicking to add things. Drag and drop in scheduling would be a huge improvement.

Powerful Tools

Overall Satisfaction with Verint Workforce Management