Simple and Easy
June 14, 2023

Simple and Easy

Jordan Sipkovsky | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use it to assist with forecasting scheduling and staffing for a contact center and digital services center.

Pros

  • Forecast call volumes
  • Quick easy skill by skill data using analytics
  • Easy to adjust schedules

Cons

  • no transparency to algo
  • too many screens to navigate to few large departments
  • not easy to import/export sometimes
  • improved service goals
  • change in service goals
  • quicker time for workforce management team

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

reduction in staffing expected
we have not used it yet
Best suited for when you have multi site call centers in different time zones to ensure you have accurate staffing all the time. No appropriate for when you have more simple call center with only a few skills and one site.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 years ago
    Hi Jordan! Thank you for rating Verint Workforce Management so highly! We appreciate your kind feedback about the platform’s forecasting and reporting capabilities. Glad to see that you have already realized some return on investment in your service goals. Thank you for also providing your thoughts on UX and import/export issues. They have already been submitted to the appropriate teams. If you have further comments or ideas, feel free to add them here on TrustRadius or directly to Idea Portal. Have a great day!

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