A lot of features and possibilities!
September 30, 2024

A lot of features and possibilities!

Juan Cavazzani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Engage our workforce, size our teams based on volume of calls, abilities and score, monitor the agents indicators, presences, work and compose organizations and teams performance metrics.

Pros

  • Agents data
  • Operation sizing
  • Organization score
  • Teams score
  • Employee work schedule

Cons

  • AD HOC Data is hard to use
  • Sessions expiration time of users are quickly
  • Coaching process is complex to implement
  • Improved schedule monitoring
  • Improved agent coaching
  • Improved quality assurance
  • Improved manage of contact centers operation
Yes, the swap shift function is amazing and free a lot of our staff managing
Yes, based on data analysis of tool we can correctly size our operations for the call flux and size our head count to distribute the flux and optimize our labor costs.
Forecast and Scheduling
AD HOC
Quality Monitoring
Tool is excellent, but have some points to upgrade as I answered before
  • Verint Workforce Management

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

Workforce manage, agents score manage, metrics manage, operation sizing, in all this functions Verint is highly recommended.
Custom data manipulation (AD HOC) or data extraction and integration, are complex and present failures in sometimes, the same for massive audio extractions through the Risk Management module for a STFP server for example.

Verint Workforce Management Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi there, Juan - thank you for taking the time to leave such a detailed review of Verint WFM! We’re thrilled to hear that you find our tool excellent, especially in areas like agent data management, operation sizing, and workforce planning. We appreciate your feedback on the AD HOC data usability and session expiration times. Our teams are continuously working to improve on these features. Also, would you be able to expand on your feedback further? You can do so either here, on TrustRadius, or by reaching out to your CSM. This will allow us to address your feedback specifically. At the same time, it’s great to know that features like the swap shift function and improved schedule monitoring have positively impacted your operations. Your insights are invaluable, and we’re committed to enhancing our software to better meet your needs. Thank you again for your thoughtful review! Cheers

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