Verint Workforce Management Review
September 04, 2023
Verint Workforce Management Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
It's our forecasting and scheduling for our agents who are on the phones. We basically assist our patients for our clinics up in New York, especially in the five boroughs. Whenever they need to schedule an appointment or have questions about their health, they call the 800 number which routes them to our contact centers. Then what we do is we analyze those patterns using Verint to put the staffing in the right places.
- For one, from a user standpoint, for me to look at what an agent does on a day, the way they break down the different states is really good. How it breaks it down by interval, whether it be 15 minutes, 30 minutes, or a full day, the way visually it looks is really, really good. Another thing is doing mass scheduling. Scheduling big groups of people, like hundreds of schedules as opposed to doing them one at a time. Putting the breaks and lunches, the optimization, it does really well. Wow! For someone like a novice to come in and not have much background in the industry and have to show them how it works. It's pretty straightforward. So a lot of people, they catch on quickly with it.
- I guess the ability to gather data as far as specifics that we need in our industry, and I'm only speaking of our group being able to see average channel time shrinkage in a real-time state. I think that's probably where it comes through as we need more robust technology on it, because right now in the version that we're using, we don't really see it in real-time. We kind of get it afterwards, maybe 15 minutes, 30 minutes later.
- I guess before they were so reliant on Verint, they were kind of just looking at it from a bird's eye view and just saying based on our history, we need to have this many bodies here and this many bodies there. Whereas with Verint, what we've been able to do is we've been able to use the analytics built into it to put those people in the spots where they need to be. And then instead of spending all that money and having people work additional hours or come in early or stay late, we've been able to predict those things in advance and prevent those from happening. So definitely some cost savings there.
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?
Yes
Did implementation of Verint Workforce Management go as expected?
Yes
Would you buy Verint Workforce Management again?
Yes
Well, they actually have had a huge impact. We've actually seen improvements in a lot of our lines of business where we've been able to say, instead of traditionally going this route, we could do some flexibility. And based on what we see with Barrett, we could do this and we could still be okay. We don't have to overburden this agent population with coming in all these crazy hours. We just put them in this place that we need them.
We've been dying to get the mobile app. We've been wanting to get it. We've just going through the approval processes, and I think right now it's kind of like in a hold, so to speak. So we definitely want that because we understand how much flexibility that would give to our agents to be able to just go in and look for themselves in case they need to schedule a PTO day or something came up and they want to move around sometime or make some changes to their schedule. That's when we feel that this mobile app would open up a great door of possibilities for our business.