Great WFM product
June 15, 2023
Great WFM product
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
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.
- Forecasting and Scheduling
- Request Management is user friendly for agents
- 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
- Improved SL
- Data for reporting such as hours so that can be backed into a Staffing Model
- Customized reports
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
Yes. Team view needs improvement, Work view is great