Satisfied
June 14, 2023
Satisfied
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We use WFM and Scorecards to manage our business. Staffing to arrival patterns in a Shared environment was challenging previously. Also Managing Schedule Adherence was extremely challenging to gather data to hold people accountable. Verint provides easy to use Scorecards that allow agents to self manage and puts all the data together in the same place for easy use.
- Schedule Adherence
- KPI management
- Scorecards
- API integrations. Ensuring seemless transitions and SME would be helpful for customers
- Schedule tests for Shared setups. the o/u do not represent a 1:1 relationship and is hard to understand for Operations
- Blended Email/Chat teams and staffing needs are not great
- Agent productivity
- Occupancy
- Shrinkage
The other solutions could not manage SHared employees to multiple client requirements.
Do you think Verint Workforce Management delivers good value for the price?
Yes
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
not really. These are good, but there are some limitations on scheduling of breaks and rules that causes breaks to stack.
We just launched it. too early to tell