Verint is awesome
Updated November 11, 2024

Verint is awesome

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

I utilize the program to determine future forecasts, scheduling, and schedule optimization. The product provides a clear view of how the campaign is projected to perform and allows the opportunity to ensure KPI's are met. The platform is easy to use and allows for the end user to be in control. The quick view ability allows me to quickly determine which employees are not logged in or may be in a different status. This allows me to review staffing numbers and overall adherence.

Pros

  • Schedule Optimization
  • Predictive Forecasting
  • Approving time off requests
  • Quick View
  • Canned Reporting

Cons

  • Additional reporting
  • ability to create reports based on your own metrics
  • create sample forecasts without affecting current views
  • Profiles updating within the schedule platform automatically
  • improved productivity
  • improved service goals
  • reduced overhead expenses
Overall, depending on the work area it has freed up the capacity of my workforce planners. Some work areas requested manual processing of requests which of course still takes time and resources but overall has been an improvement from the past experiences. In the future the goal is to have all areas automated
This item we currently do not have
Scheduling
overall ease of use but there is still so much to learn

Do you think Verint Workforce Management delivers good value for the price?

Not sure

Are you happy with Verint Workforce Management's feature set?

Yes

Did Verint Workforce Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

it is well suited for companies that have employees and need a way to ensure adequate overall coverage. I believe all companies can benefit from Verint in one way or another. No matter is the companies processes are manual or if there are call ivrs the platform can assist in all ways

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

30 - The following users utilize Verint Workforce Management:
The Workforce team
Managers
Supervisors
IT department
Vendors
6 - In order to support Verint Workforce Management, the type of people or skills required would be individuals that are wanting and willing to learn. You need someone who is determined to find solutions to problems. You need someone who is willing to put in the work to make sure everything is set up correctly. Anyone can be taught how to use the system but you need someone that will follow through with the steps and ensure things continue to get updated accurately.
  • Scheduling
  • Forecasting
  • Adherence
  • FTE requirements
  • assist other departments outside of the call center
  • create time off buckets for other groups
  • manage overall staff within the company
  • Reviewing optimization
  • Determining acceptable adherence percentages
  • Viewing the correlation between staff needs and aht
I gave it an 8 rating because i am not in a position to determine whether or not the product will be renewed. I can provide my feedback and hope for the best.

Evaluating Verint Workforce Management and Competitors

Not Sure
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Finding a system that provides everything that we need without the hassle of a system that is hard to use. The system is very user friendly and easy to use/ navigate.
review cloud solutions and how it can drive the company forward.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi there – thank you so much for leaving an excellent review of Verint WFM. We were thrilled to hear that you’ve realized several points of ROIs, such as improved productivity, improved service goals, reduced overhead expenses and were able to automate several work areas. Also, thank you for sharing your notes about reporting. Our teams are continuously working to improve on these features for this solution. If you have any other details you’d like to add to your feedback, feel free to update this review any time. We look forward to continuing to support your success along the way. Cheers!

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