Overall Satisfaction with Verint Workforce Management
I use Verint Workforce Management for planning and forecasting, it's also used in the organization for quality. I run into problems using the reporting functions of it & when forecasting & running IDPs/requirements for small queues where it often over inflates HC needs running 20% occupancy.
- adherence tracking
- request management
- generating schedules
- low volume queue forecasting
- reporting
- shift bids
- Reduce labor of manual coding
- ROI for automating schedule updates
End user updates are easier in some areas for schedule editing. The graphical adherence views make conversations around schedule adherence easy with Supervisors. This keeps conversations quick & to the point during weekly Operational calls.
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?
Yes
Would you buy Verint Workforce Management again?
Yes
Seems to works well on larger queues, not so well on small lines of business. We often have reverted to excel for forecasting to account for growth/decline or seasonal trends.
I would say on par with desktop. All the same functionality is there & allows agents to access their schedules or make requests on the go.
Using Verint Workforce Management
7500 - All channels for customer support including inbound/outbound/chat/back office.
5 - We have a support team dedicated to managing the system.
- Staff planning
- Shrinkage tracking
- Quality
- Reduce shrink tracking
- automate schedule updates
- capacity planning
Evaluating Verint Workforce Management and Competitors
- Integration with Other Systems
I was not involved in the purchase of Verint
Evaluate use cases of forecasting & ability to project staffing both required & actual scheduled.
Verint Workforce Management Implementation
- none that I'm aware of
Verint Workforce Management Training
Verint Workforce Management Support
Pros | Cons |
---|---|
Knowledgeable team Support cares about my success | Poor followup |
No, not involved with purchase options or support discussions.
I have not contacted support directly, our support team handles the communication.
Using Verint Workforce Management
Pros | Cons |
---|---|
Like to use Easy to use Consistent Feel confident using | Requires technical support Lots to learn |
- schedule viewing
- schedule adherence tracking
- forecast and queue levels
- configuring shift/work patterns
- setting up accurate FTE requirements
- configuring multiskill setups
Yes - Works well from the Operational end user standpoint. Operations has been able to learn & adapt to using a mobile app to help manage the business & report/request shift changes.