Item: Verint Workforce Management
Rating: 10
Author: Mike Hill

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use WFM in both our contact center and our back office operations to forecast incoming calls, optimize schedules, and track performance. Now that our company is 95% working from home, we have used DPA with WFM to monitor and track our employees' performance and productivity. We recently used WFM to evaluate our support department to determine capacity and workload and was able consolidate roles and create a new department. This allowed us to move resources in the company and fill voids in other departments.

Pros and Cons

Pros

Forecasting. We are regularly 97% - 99% accurate on our forecasts.
Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.
Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.

Cons

Adherence Graphs & DPA - The adherence graphs that show DPA data isn't entirely accurate based on how the system calculates different idle states. The system will look at each 15 minute interval and use the state that consumed the most time in that 15 minute interval.
Schedule creator - Sometime when you ask the system to generate multiple schedules, it doesn't always follow the rules that you set which ends up generating schedules that are not usable.
Forecasting to the service level vs. ASA. We have found that trying to forecast to an ASA is not as accurate as forecasting to the service level.

Return on Investment

Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.
Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.
We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.

Alternatives Considered

NICE Engage Platform and Twilio

Verint still has more features than other products I have reviewed.

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?

Yes

Would you buy Verint Workforce Management again?

Yes

Multi-Channel Forecasting

We are generally 97% - 99% accurate in our forecast which allows us to run an extremely lean operation.

Mobile Application

We do not currently use the mobile application.

Likelihood to Recommend

A typical contact center, both sales and service is an excellent use case for WFM. However, it is not very effective when trying to manage a small group. There is also a feature in Verint called VCT, both automated and manual. The manual VCT is a bit clunky and hard to work with while the automated VCT is much more effective.

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi Mike! Wow, thank you for writing such an insightful review and with high praises. 97-99% accuracy is incredible. We’re thrilled to hear that WFM delivers such great results in your line of work and that you’re happy with the flagship features. On the other hand, we appreciate you mentioning some shortcomings around functionalities like adherence graphs, the schedule creator, and others. These are advanced user-level questions that may be best solved by a subject matter expert. If you haven’t already, please do utilize our AdviceLine / Ask the Expert service: https://www.verint.com/adviceline/ Again, thank you for taking the time to provide valuable feedback for us. Keep up the great work! Cheers

Verint is still Best in Class