Item: Verint Workforce Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Verint WFM allows us to forecast, schedule and monitor adherence in real time with just a click of a button. Our contact center is a global organization with agents in 6 countries and Verint allows us to monitor their stats seamlessly.

Pros and Cons

Pros

Forecasting
Scheduling
Adherence Monitoring

Cons

Adjusting agents schedules
Forecasting is based on a weighted average, wish it had other methodologies built in

Return on Investment

Verint has saved the WFM team 15 hours per week in manual adherence reporting using a spreadsheet

Automation and Capacity

The WFM team has been able to become more efficient in their daily role by not using as many spreadsheets to forecast, schedule or monitor adherence now that we utilize Verint WFM.

Workforce Planning

N/A

Most Important Capability

Adherence Reporting

Usability

It's fairly easy to use and learn. There are some pieces that require more "clicks" to accomplish the task, but it's still a very efficient product.

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?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

Verint is great for monitoring agents real time adherence and for providing scheduled reporting to go out to the leadership team. I would love to see an easier to use interface to update an individuals agents schedule.

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented a year ago
Hi there – thank you so much for taking the time to rate Verint WFM so highly and leaving a review about its main features. We were happy to read that you were especially satisfied with the forecasting and scheduling aspects and that Verint has saved over 15 hours of work for your team per week! Wow! Also, thank you for sharing your notes about adjusting agent schedules and the need for more methodologies in forecasting. If you can, please expand on this feedback further, so that we can work towards improving your experience with Verint. You can do so here, on TrustRadius, by updating your review or by letting your customer service representative know. We look forward to continuing to support your success. Cheers!