My honest thoughts | TrustRadius

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use the fully Workforce Management, Desktop Analytics and Quality platform

Pros and Cons

Pros

Scheduling staff
Ability to automate some low complex tasks
Schedule offline time for employees
Allow employees the ability to view key schedule data

Cons

Supporting the omni support model
Reporting can be difficult
Scheduling staff in different timezones can be a challenge at times

Return on Investment

Using request management automation rules we have recently been able to automate approx 500 requests that prior to moving to Verint required manual WFM effort. Has allowed us to repurpose effort back to supporting out customer

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?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Mobile Application

We have just rolled out, has given employee more flexibility to view and make time off requests outside of our normal systems

Likelihood to Recommend

Verint is a must within a contact center

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi Cormac! Thank you for giving Verint Workforce Management such a glowing review! We are thrilled to hear that the request management rules helped you automate 500+ requests. Automation could be a crucial element to elevating your CX. We also took note of your feedback about areas in need of more optimization like omni support or reporting. If you have further comments or ideas, feel free to add them here on TrustRadius or directly to Idea Portal. Have an excellent day!