Item: Verint Workforce Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

we have a digital customer care unit to eliminate the traditional call center, formed by a bot and agents taht solved what the bot cant

Pros and Cons

Pros

queues
dashboards
self service capabilities

Cons

unlimited licences
we need some addittional metrics
recoemndations on how to improve kpis (ai)

Return on Investment

reduced first response time from hours to minutes
incremented conversation responses volume with no additional cost
increased CSAT more than 10 percent after a year

Key Insights

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?

Yes

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

Multi-Channel Forecasting

we have been able to have the right amount of agents to keep metrics healthy despite peaks in conversation during big promotional events, personalities, etc

Mobile Application

Other Software Used

Zendesk Suite, Tealium Customer Data Hub

Likelihood to Recommend

good for meassure agents performance and acomodate to lower response times and other kpis such as csat

Using Verint Workforce Management

Users and Roles

180 - customer care agents

Support Headcount Required

180 - we have a manager, supervisors and more than 170 customer care agents

Business Processes Supported

customer care through social media and messaging platforms
help customers find promotions
upsell

Innovative Uses

designed for customer care, but expanded to sales support
integrated with AI

Future Planned Uses

Integrating AI so agents get summaries, translations and suggested answers (reviewed by current policies)

Likelihood to Renew

we have successfully improved with this tool in CSAT, response and containment rates

Verint Workforce Management Support

Verint Workforce Management Customer Support Pros and Cons

Pros	Cons
Good followup Knowledgeable team Problems get solved Support understands my problem Support cares about my success	None

Premium Support

Not at the moment

Bug Resolution

Exceptional Examples of Verint Workforce Management Support

They have a nice executive team in Latam, they care for their clients

Support Rating

Good support, could be quicker sometimes to be aligned with the speed required at the business.

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hello there! Thank you for submitting a review for Verint WFM. It’s great to hear that you’ve seen so many ROIs realized like reducing first response time, or increasing your CSAT score. On the other hand, we appreciate you mentioning areas that need optimization from our end, like providing additional metrics. Would you be able to provide more details about this feedback? You can do so here on TrustRadius, or, if you haven’t already, directly to your customer support representatives. Have a great day!
Adrienn Tordai
(Vendor Representative) commented a year ago
Hi there – thank you so much for updating your review! We loved seeing your list of Pros regarding our Support features. I’ll make sure to pass your feedback along to our Support team. We are excited to continue contributing to your team’s success! Cheers

scaling digital customer care