Verint product review
September 30, 2024

Verint product review

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

Overall Satisfaction with Verint Workforce Management

My company uses Verint Workforce Management, Verint first addressed our concerns when COVID happened by successfully moving all of our call center agents to a remote environment.This was only made possible by the ability to monitor all agents remotely and create adherence goals.

Pros

  • Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
  • Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
  • Verint also processes PTO requests very smoothly and in a way that makes sense.

Cons

  • Strategic planner is a good product. However, my company uses over 50 lines of business and when running large scale forecasts that includes multiple lines of business, it can take sometimes all day for the report to complete.
  • Analytics portion of Verint is also a little sluggish due to the number of the lines of business we have.
  • Verint WFM has positively impacted our call center by allowing us to close our call center brick and mortar and moving everyone to remote. This has saved the company substantial savings .
No, we have not. We currently like to control those requests manually.
Verint has helped us planning in many ways. When my company bids on new lines of business, Verint is able to forecasting for the potential FTE we need based on the number of potential calls received.
Adherence. This feature alone has allowed our call center to increase productivity.
This product is user friendly. The only reason I don't rate a 10 is Verint times out sometimes and repeat log in's can be frustrating.
  • Moovel and from Strategic Mapping

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

Verint WFM is well suited for my business to help and manage 200 + agents. schedule adjustments are very quick and simple to make on the fly.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
7.6
Time and Attendance Tracking
10
Scheduling and Shift Management
10
Workforce Reporting and Analytics
9
Mobile Accessibility
4
Forecasting and Resource Planning
6
Staffing Forecasting and Resource Planning
4
Shift Swapping and Time-Off Requests
10

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi there! Thank you so much for taking the time to rate and review Verint WFM. We were thrilled to hear that the solution has helped you and your team of 200+ agents thrive in an all-new remote environment. Also, thank you for highlighting adherence, forecasting and PTO request processes as some of your favorite features. We also understand that you've faced some challenges with analytics and report generation. Providing you with a continuous, smooth experience is a priority for us. Since we are unable to see your name and company from this review, kindly raise a ticket with Verint support if the issue persists. Thanks again for sharing your feedback!

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