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Pretty well rounded product with a lot on the horizon
June 14, 2023

Pretty well rounded product with a lot on the horizon

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Use to open extra hours; process schedule changes; run adhoc reporting for certain items such as EH and OT; Send desktop messaging to associates; allow for associates to sign up for shift reductions, PTO, etc.; track/audit changes to schedules; apply shift reductions, training sessions, meetings, etc. to associate schedules
  • quickly allows for messaging to assoicates
  • easily able to modify shifts
  • incorporates current acd system to track adherence
  • opening extra hours or OT on 30 minute intervals can be burdensome when doing multiple days as it has the potential for showing those hours are available, even after moving volume/AHT
  • being able to look for more ways to audit moves or changes through changes via specific single items (such as moves from PT to FT) vs limited to items like scheduling/publishing
  • using it in conjunction with our current methods of projections/forecasting has helped us innovate and improve our occupancy goals

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

it allows us to fairly accurately predict call volume and the flexibility to allow associates to have real time voluntary shift reductions, which helps us save on costs and increase the value of the cost per call.
As mentioned prior, it does have an ease of use with modifying calendar events and publishing/pushing schedules. There are a few improvements that could be made to make opening hours up easier for when doing it to specific limits and not just a full hour. Having an easier way to create adhoc reporting would also be beneficial.