Using Verint Workforce Management to help us efficiently schedule our representatives | TrustRadius

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use the Verint Workforce Management to help us efficiently schedule our representatives to ensure they are available to meet our customer's needs when they call in.

Pros and Cons

Pros

Calendar Creation
Forecasting call volumes
Queue Analytics

Cons

Reporting that allows customization

Return on Investment

Made it so we run more efficiently
Helps us to see Reps that are not in conformance

Automation and Capacity

They can now focus on coaching the reps in areas of opportunities so that we can ensure our customer is getting a top tier experience on every call.

Workforce Planning

It has helped us to make sure that we have the right number of staff available at all our key pressure periods.

Most Important Capability

Queue Analytics

Usability

9

Once you understand how the system works , it is a very easy product to use.

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

Likelihood to Recommend

Verint Workforce Management is very easy to use once you get use to it.

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

Users and Roles

150 - Workforce Management, Quality Assurance, Project Managers, Supervisors

Support Headcount Required

1 - I am the corporate Workforce Manager. I work with my sites when they have issues with Verint and help them to achieve what theyare looking to do. I have 2 years experience with Verint and work to maintian a solid knowledge of all aspects of the software.

Business Processes Supported

Agent Scheduling
Forecasting
Queue Analysis For current stats

Innovative Uses

Really helps us to align our schedules with our call volumes through forecasting
Helps us identify when KPIs get high to get ahead of issues that can cause larger problems.

Future Planned Uses

Hoping to add an AI element to give us more insight into our scheduling and performance.

Likelihood to Renew

10

We thoroughly enjoy using the Verint Workforce Management software and love how easily it helps us to be the best we can for our customers.

Comments

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Adrienn Tordai
(Vendor Representative) commented a year ago
Hi there – thank you so much for taking the time to rate Verint WFM so highly and leave a review of its main features. We were thrilled to read that you were especially satisfied with the forecasting, queue analytics and calendar creation features, as well as the solution’s ease of use. Also, thank you for sharing your note about report customization. Our teams are continuously working to improve on these features. If you have any other details you’d like to add, feel free to update this review any time. Your feedback is invaluable, and we are committed to improving your experience with Verint WFM. We look forward to continuing to support your success. Cheers!