Item: Verint Workforce Management
Rating: 9
Author: Laurie Curiale

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use it for forecasting and scheduling, request management and DPA

Pros and Cons

Pros

Forecasting
DPA
Scheduling

Cons

PTO pools
Reporting

Return on Investment

Improved productivity
brought attention to Operations about DPA

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?

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

Multi-Channel Forecasting

Though at times getting data into Verint overall with dealing with small phones it has ben great using the forecast tool and learning way to improve our projections to the business

Mobile Application

We are currently testing the mobile app functions.Through testing we do see pitfalls

Other Software Used

Five9, Genesys Cloud CX, Avaya Enterprise Cloud

Likelihood to Recommend

It is user friendly and we have been using it for years. I would love to dive into more of what Verint has to offer as I feel we do not touch the basis of everything

Comments

Please log in to join the conversation

Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi Laurie – thank you for taking the time to leave a review for Verint WFM. We are happy to hear that the flagship features of WFM, like forecasting and scheduling, have been working well for you. We would also love to hear more of your insights about PTO pools and Reporting. If you can, please do provide more details about your experiences with these features. Additionally, if you are looking to expand your Verint knowledge, give Verint Academy a try. It has a wealth of resources on how you can make the most of your instance. https://www.verint.com/verint-academy/ Keep up the great work! Cheers

Gets the job done