Verint Workforce Management Review
September 04, 2023
Verint Workforce Management Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We have a whole department of workforce management, so they use it for workforce management, scheduling, forecasting, and that kind of stuff. We also use it for quality control, call recording, quality management, and speech analytics. And we're starting to get into a little bit of performance management as well.
- They do a really good job of taking all of the factors like when people want to work, what skills do they have, what time do they prefer to work, and blending that all together with the requirements that we have from their customers and creating schedules for that to make it fit and optimize the fit of the number of people working versus the number of people that need to work.
- So on the workforce management side, the biggest glaring error, well not error, but something they could definitely improve on is they do schedule preferences by week. In Europe, they don't work by week, they work by month. So one area they could definitely improve on is to be able to do schedule prefacing on a monthly basis.
- I'm sure it makes the workforce much more efficient in what they do. It's hard for us to quantify the impact though because our company has grown so fast over the last three or four years. So just as we hire, think we have a staff that knows what they're doing, we're hiring another a hundred people, we're hiring another a hundred people. And so it's a constant training and because Verint is a pretty comprehensive tool and it takes time for people to get experience with it and to fully utilize it. So that's part of what we struggle with is utilization of the entire product just because people are so new and that's what my team is supposed to do is get them to do that.
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
The biggest thing that you get from variance is when they're working with multiple channels. So voice chat, email, and when you have a fairly large size organization, you have agents that do all of these skills or have all these skills and to be able to best allocate those variances does a really good job of doing that. So our forecasting on multi-channel, it's top-notch.
We've just started. We rolled out the mobile app worldwide. So approximately 60,000 people now have the Verint mobile app, but we wanted to start out with something really simple. So we rolled it out for schedule viewing only, and now we're starting country by country. We are rolling out the request management portion of the mobile app. Our biggest issue with the request management is when we go into all these countries in Europe. They all have different legislation of what we're allowed to do and what we're not allowed to do. And that's where it's slowed down the progress of road rolling up the app.