Item: Verint Workforce Management
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We go in and we set up different alerts for our users through DPA or through voice recording. Let's say a customer calls in and says they have a certain healthcare issue, an alert pops up and tells them where to send that customer via which website. That will better help that customer get to what they're looking for.

Pros and Cons

I think the voice recording is pretty well because we can look back through a conversation with a customer and see how it was transcribed and get the information we need. It also does a good job of, let's say we're talking to a customer and they start giving personal information that shouldn't be recorded. It does a good job of not taking that information in. So I think that's very cool.

Personally, I think it might be able to do a better job at alerting, but that could be my knowledge and not really the product. We're actually going to be working some knowledge transfer with one of your companies to better train us on the product and to make sure we're using it to its full capabilities.

Return on Investment

Alternatives Considered

Intradiem

Another product we use is Intradiem. I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use Intradiem that much, so I wouldn't be able to say all good.

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?

Yes

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Multi-Channel Forecasting

N/A

Mobile Application

N/A

Likelihood to Recommend

I feel it's well suited for what we currently use it for. Like I said, we use it for our call center reps and just to track the conversations they're having with some of our customers and to make sure that they're providing them the right direction that they need. So I think it does that well. I'm not sure about the second part.

Verint Workforce Management Review

Overall Satisfaction with Verint Workforce Management