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

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Forecasting and Scheduling to plan for back office queues and phones as well as delivery optimized schedule recommendations to Operations. Request Management for time off, over time, shift swaps, shift bids. Queue Analytics to monitor call volumes and make educated intraday moves. Performance Management for Operations to govern and coach associates.

Pros and Cons

Pros

Forecasting and Scheduling
Request Management is user friendly for agents

Cons

The "special days" function leaves room for error, the black out day function from previous version was preferred
Loss of the adherence screen
Latency and log in error is still occurring
unresolved PTO issues, with no reason given why PTO approves over threshold when all settings are correct

Return on Investment

Improved SL
Data for reporting such as hours so that can be backed into a Staffing Model
Customized reports

Alternatives Considered

Genesys Cloud CX

N/a

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?

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

yes

Mobile Application

Yes. Team view needs improvement, Work view is great

Other Software Used

Avaya Experience Platform, Five9, Genesys Cloud CX

Likelihood to Recommend

Queue analytics is an excellent resource for real time.

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi there – thank you for taking the time to leave a high-rated review for Verint WFM. We’re thrilled to hear that forecasting and scheduling work so well for you and that Queue Analytics is an excellent resource for real-time check-ins. We also took note of your list of areas that need improvement. Since your list contains specific UX and some functionality requests, I would recommend that you submit them to Idea Portal (if you haven’t already). This helps us keep track of incoming requests. In the meantime, keep up the great work! Cheers

Great WFM product