Love the WFM Suite. | TrustRadius

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use the full suite to manage a large contact center plus multiple suppliers

Pros and Cons

Pros

Time Away management
Forecasting
Scheduling
Shift Bidding
PTO Bidding

Cons

Flexible scheduling is clunky
Canned reporting is only ok

Return on Investment

Ensuring capacity is present on the interval.
Improved forecasting accuracy
Reduced FTE

Alternatives Considered

I thought NICE was near Verint. Didn't have the Adherence flexibility. Aspect was wanting.

Key Insights

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?

Yes

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

Yes

Multi-Channel Forecasting

Once we vetted them against our models. It has been very accurate.

Mobile Application

Just started with the app. Like the Time Away feature is great, the fact it does not display the employee's time away pool is very disappointing.

Other Software Used

Avaya Enterprise Cloud

Likelihood to Recommend

The adherence module is worth the price of the product. Game changer for managing intervals.

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi Anthony – thank you for leaving a 5-star review for Verint Workforce Management! We are very happy to hear that the flagship features of the solution are working well for you, such as forecasting, scheduling, shift bidding, and more. At the same time, I see that you mentioned some shortcomings in the UX and in reporting areas. Your comments have been shared with the team. We’re continuously working on optimizing Workforce Management. If you have further insights or ideas, feel free to add them here on TrustRadius or directly to Idea Portal. Have a great day! Cheers!