Great for quick schedule creation and optimization with a great mobile app!
Updated May 07, 2024
Great for quick schedule creation and optimization with a great mobile app!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We use Verint's Workforce Management tool to make sure we have the appropriate staffing to cover our forecasted contact volume while also providing a more seamless experience for our agents/managers. We use to schedule out mass trainings using some of the class functionality as well which helps to eliminate some manual tasks.
- Generating schedules based on unique work patterns at the click of a button.
- Ease of use for consultants to submit time off and review their schedules both on the computer and on mobile.
- Easy to manipulate forecasts within the system for queue analytics.
- Scheduling adjustments across campaigns can be difficult if you want to use the class function.
- Can be a lot of factors that go into SLA and Net Staffing projections, leaving room for error.
- Cannot select consultants using a pre made list, must select everyone one by one.
- In some cases we have seen increased productivity with schedule creation.
- In some cases, the manual labor surrounding selecting employees across numerous organizations can result in reduced productivity.
Verint is definitely an easier user experience for the agent with some optimization tools for WFM which is nice. In terms of all features, there are still some things we would like to see such as the ability to copy and past names/EMIDs to mass select unique lists of employees.
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 have not used the forecasting functions due to the unique nature of our business. Forecasting must be done in the queue level with unique arrival patterns. Historical data doesnt present enough information, especially over a volatile time in Covid, to appropriately predict. More control outside of the system is also a reason.
Yes we do use the mobile application and has gotten rave reviews. There is definitely an ease of use within the app for requesting time off, requesting OT with bids, and simply seeing upcoming schedules to make sure nothing changed. Additionally for managers it's a great place to look proactively to see their agents schedules.
Verint Workforce Management Feature Ratings
Using Verint Workforce Management
The vast majority of users are agents inside of Sales, Service, and some of our Supply Chain organizations. Agents use for their schedules and managers within those organizations use the system to schedule their team meetings and other off-queue. WFM uses to optimize staffing and schedule out mass off-queue initiatives.
20 - Much of the skills include analytical and data driven skills. Technical skills are also necessary to use the program and navigate. Generally speaking the analytic skills are the most important to help make decisions and forecast out what actions are needed to meet performance expectations. Having the tools are nice but being able to read the data is the most important.
- Presenting schedules to agents.
- Scheduling off-queue for trainings.
- Giving managers ability to schedule their own off-queue.
- Easily request OT/VTO.
- Using shift bids for Overtime signups.
- Self service of unplanned time.
- Utilizing the net staffing views more often for channel moves.
- Pre-scheduling agility ahead of time using the net staffing.
Evaluating Verint Workforce Management and Competitors
Yes - We had replaces Aspect due to contracts not being renewed and additionally we were using a very old version of Aspect which was no longer filling our needs. Moving up to the newer version of Aspect would have cost more money and then we wouldn't have had the same flexibility we are seeing now with Verint.
- Scalability
- Integration with Other Systems
- Ease of Use
- Other
I would say ease of use would be the most important factor especially on the agent side of the house. Being able to use the system to review schedules, submit time off, and interact with additional scheduling opportunities allows for more freedom and better performing agents. Additionally WFM is able to open up additional opportunities pretty quickly now.
One thing would be to spend a little more time focusing on the business's use cases and seeing examples that directly correlate to what is being asked. In the decision making for Verint, we didnt exactly spend enough time looking over "how" things would be done versus simply looking at an end product. This caused some confusion and led to some gaps in knowledge as to what Verint could and couldn't actually do.