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
In our organization, the start of the product is how many associates we need on a daily basis to meet our KPIs. So we start with the forecasting and determine how many we need. We then, in turn, use that to schedule the right number of associates on the phone to maximize our customer wait time. We really want to keep our wait time lower than 90 seconds, if at all possible. And then for long-range, we use it to plan out any long-range goals like is our turnover going up or down and do we need to hire some more to be able to balance that out. We utilize that product for that as well.
- I would have to say probably the thing that the associates like the most about it is the ease of use. Number one, it has a mobile application as well, so we haven't turned that on yet, but they're all looking forward to it. But they can schedule in real-time vacation requests, overtime requests, and get an immediate denial or approval. So the associates really like that.
- I would have to say from a data and analytics aspect, room for improvement would be on the reporting side. The reports are easily digestible. They're either HTML or CSS formatted and you can't really pull them into a larger database. So that would be the only area of improvement I see.
- We have more visibility. One of our key arching overall business objectives is service level for our customers. We really do not want our customers waiting for a long period of time and this software has given us the ability to really see hour by hour where our shortcomings are so that we can get the right amount of staff on the phone. And coupled with a work-from-home environment, our associates can jump on and off the phone throughout the day to balance out their business with their home life. They don't need to call out sick for the entire day. They can call out sick for a couple of hours, find some childcare for a sick child, and then come back and work a couple of hours later so it serves them and us at the same time
I have used another workforce management software for 22 years before I moved into this one. And this one I think offers more range of capabilities than our previous one.
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?
No
Would you buy Verint Workforce Management again?
Yes
I would have to say we've been able to utilize the tool to help us identify where our shrinkage is. Previously, we knew how much shrinkage we had on a daily basis overall, but not hour by hour. And so this has given us the visibility to know that we're having a higher shrinkage at a certain two-hour block of time during the day. So we've been able to overstaff in that area to account for the call-out shrinkage that we might have. That's a great point. Yes, it was very helpful.
We haven't even rolled it out yet, so it's still part of our project plan. We've come into some from our side of the house, not the variance side of the house. Some technical aspects of getting it onto the portal that we allow our associates to house all of our products on their phones, and so we haven't rolled it out yet. A few of us have tested it as part as the test and we love it. But we just haven't rolled it to the masses yet.