Item: Verint Workforce Management
Rating: 10
Author: Matt Feeley

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

The Workforce Management solution from Verint has allowed better visibility into our staffing levels, and service level projections. By allowing us to better organize our workforce into line of business (LOB) specific trees we can best tune our projections and with the forecasting tool align our schedules to arrival patterns. We also find request management for time off gives our employees better empowerment of the time off process in which they are able to see available time off and get instant feedback for requests.

Pros and Cons

Pros

Service Level Projections
Volume forecasting
Request Management
Customization

Cons

Better Reporting
Audit Trails
Capacity Planning

Return on Investment

Improved employee satisfaction with time off
Better alignment on schedules to forecast patterns

Automation and Capacity

the self service capabilities has helped us to reduce emails into a workforce management mailbox. Agents find much more empowerment and satisfaction with near instant feedback and a clear view into available time off.

Workforce Planning

Most Important Capability

Schedule Management

Usability

It good usability, however it is a bit overwhelming if you're not experienced with the platform with the sheer amount of customization available. From building the employee org trees to codes.

Alternatives Considered

Calabrio Teleopti WFM

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 is well suited in a voice best contact center with skill based routing. I've found it less helpful where you have a mix of employees that do multiple skills that may not related to a specific business unit The capacity planning tool I don't think has outgrown the usefulness of Erlang based excel models.

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Technical support not required Well integrated	Difficult to use

Easy Tasks

The hierarchy for the setup
Real time monitoring

Difficult Tasks

The adhoc reporting tool

Mobile Interface Availability and Impressions

Yes, but I don't use it

Comments

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Adrienn Tordai
(Vendor Representative) commented a year ago
Hi Matt – thank you so much for taking the time to review Verint Workforce Management and for rating it 10/10! We were thrilled to read that Verint WFM had helped you achieve a streamlined workflow and employee satisfaction with the help of forecasting, request management, scheduling, and more features. Keep up the good work there! Also, thank you for sharing your notes on areas for improvement. Would you be able to expand on your feedback further (such as reporting or capacity planning)? You can do so right here, on TrustRadius. To learn more about the Verint platform, consider joining Verint Connect or Verint Academy. Thanks again for stopping by! Cheers

Verint Workforce Management Review