5 - They have a multitude of functions. They use it for Forecasting and Scheduling as well as managing the agent profiles which are used by other business units. It is also used for our Quality assurance department who monitor agent calls using the profiles to aggregate the data to provide metrics to the Care Center.

Support Headcount Required

1 - There is only one PO for Verint who supports Verint. They have the full skillset and knowledge of the application to help support our business partners and acts as a liaison between our customers and Verint.

Business Processes Supported

Forecasting and Schedule
Quality
Agent Profile
Agent Roles

Innovative Uses

We create custom reporting

Future Planned Uses

We are looking at different ways to report agent metrics to improve efficiency

Likelihood to Renew

We have been using Verint for so long that it would be a huge initiative to find an alternative solution. So far it has met our needs.

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

We have to use a product that is future proof and will also us to innovate and create new solutions

Evaluation Lessons Learned

I would have to get exposure to different functionalities to determine if the current solutions met my needs or at least gave me to the ability to create new ones.

Implementation Rating

I wasn't the primary on the implementation but we did run into a few issues that took a while to get resolved.

Implementation Details / Implementation Partner

Implemented in-house

Change Management Lessons

Change management was a major issue with the implementation - You need to have a full understanding of the scope of use by every business unit to ensure all of the functionality is present post implementation

Implementation Issues

Server connectivity
Functionality

Verint Workforce Management Customer Support Pros and Cons

Pros	Cons
None	Less knowledgeable

Pros	Cons
None	None

Easy Tasks

Updating Agent Profiles

Difficult Tasks

Forecasting and Scheduling

Mobile Interface Availability and Impressions

Yes, but I don't use it

Usability

Verint is fairly easy to use if you are provided adequate training on the functionality

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Adrienn Tordai
(Vendor Representative) commented 10 months ago
Thank you for taking the time to review Verint. It's great to hear that our solution is so helpful in assisting you with accurate forecasting, headcount of employee schedules and that it loads and moves quickly as you switch between modes. If you can, please provide more details around the occasional crashing issue you’ve experienced. Thanks again for the review! Keep up the great work. Cheers!
Adrienn Tordai
(Vendor Representative) commented 7 months ago
Hello there – thank you for updating your review with more information! And thank you for sharing details about your specific use case. Your insights are invaluable for Verint, as well as peers in your industry. If you have any updates to this review in the future, feel free to edit it with new information any time. Keep up the great work! Cheers

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