Wouldn't Work Without WFM (Verint)
June 15, 2023
Wouldn't Work Without WFM (Verint)
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
Verint WFM helps us maintain accurate metrics that help drive accurate forecasting for staffing.
- Tracks the metrics of agents in a meaningful manner
- Provides a useful tool for forecasting and customizing our forecasts.
- Helps us to create schedules that are beneficial to our agents
- Set up of some features are not always the most intuitive.
- Documentation sometimes is not as detailed as I would like.
- Menus in reporting and in various modules are tiny and not always easily modified.
- To read drop down lists, sometimes you must scroll back a forth to read which item you need.
- Quality management has helped us in improved quality overall.
- Forecasting is a strength that has helped us maintain accurate staff levels without overspending.
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?
I wasn't involved with the implementation phase
Would you buy Verint Workforce Management again?
Yes
We are able to accurately create a forecasts that lead to accurate staff levels during multiple seasons. Forecasting is key to our ability to serve customers well via telephone, chat, email,etc. The impact of quality forecasting is a critical part of our operations and success for our customers and our employees.
We have not used the mobile application.