Verint WFM lacks what one expects from a mature WFM system, but it covers the basics.
June 14, 2023
Verint WFM lacks what one expects from a mature WFM system, but it covers the basics.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
As part of the technology team that implements Verint WFM, I standup the infrastructure for the application. I also support the application from an end user perspective when there are issues.
In terms of issues, my organization has seen performance impacts from business users using the reporting module, or other data intensive functions within the application. Sizing can be improved, but WFM solutions does also work as expected from a WFM system. For instance, how data is aggregated on the Queue Analytics screen.
In terms of issues, my organization has seen performance impacts from business users using the reporting module, or other data intensive functions within the application. Sizing can be improved, but WFM solutions does also work as expected from a WFM system. For instance, how data is aggregated on the Queue Analytics screen.
- Forecasting and Scheduling
- User Management
- Reporting
- Any data intensive workloads, including scheduling, reporting
- The platform provides a means of forecasting and scheduling to manage a workforce
- Trying to learn how business users use the system is learning curve
The decision was driven by business users; not my own. Transitioning from an existing WFM system to Verint has been a very difficult transition for the business.
Do you think Verint Workforce Management delivers good value for the price?
No
Are you happy with Verint Workforce Management's feature set?
No
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?
No
Would you buy Verint Workforce Management again?
No
Speaking as a technologist that implemented the solution, I don't know. But I have not heard our business partners stress the inaccuracy of forecasting algorithms.
We have mobile and the infrastructure is stood up, and the app is operational. However, the business is yet ready to adopt due to other business critical initiatives.