We increase volume x3 and only 4% increase in agents thanks to Verint Workforce Management | TrustRadius

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use as omnichannel ecosystem to manage all the customer request through any channel. Is connected with our BOT

Pros and Cons

Pros

Omnichannel
Prioritize
connected to BOT

Cons

Easier configurations to add agent assist use cases
Extra data to improve agents efficiency

Return on Investment

Cost reduction
First response time reduction
Csat improvent

Automation and Capacity

Need to make Easyer to develop of agent assist.

Workforce Planning

We increase volume x3 and only 4% increase in agents.

Most Important Capability

On spot dashboard and principal feed were I see conversation and response time

Usability

8

It’s very easy 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

Easy to use for agents, integrated to any channel, omnychannel ecosystem

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented a year ago
Hello Iker – thank you so much for taking the time to review Verint WFM. We were happy to hear that you are satisfied with our solution and realized several points of ROIs, such as cost reduction, first response time reduction, and CSAT improvements. Also, thank you for sharing your notes about configurations to adding agent assist use cases. Would you be able to expand on this feedback further? That way, we could address the specific areas you mentioned and continue to improve our product to better meet your needs. Thanks again for stopping by. Cheers!