1. Home
  2. Workforce Management Software
  3. Verint Workforce Management Reviews
  4. User Review of Verint Workforce Management
Great at reducing analyst workload
Updated September 12, 2023

Great at reducing analyst workload

Harrison Jones | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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.
Verint Workforce Management is well suited for larger campaigns with minimal queues impacting projected staffing. I find it over inflates requirements on multiple small queues resulting in more required staff than really needed. Multi-skilled agents are also being counted as multiple FTE in staffing projections by design. This shows views of overstaffing when we are understaffed.

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
Verint is more economical solution

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

I was not involved in implementation of Verint
  • Don't know
  • none that I'm aware of

Verint Workforce Management Training

  • Online Training
  • In-Person Training
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.

Verint Workforce Management Support

ProsCons
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.
never contacted support

Using Verint Workforce Management

ProsCons
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.
Overall it functions as intended and needed to manage staffing. I would like to see more improvements in FTE requirement calculations that help us enable use of staffing ribbons & further automation.