Verint WFM product
September 30, 2024

Verint WFM product

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

Overall Satisfaction with Verint Workforce Management

We currently use WFM platform for Verint for a call center of about 30 agents and about 40 back office agents. This way our agents all have one place to look for schedules, easier to communicate knowing who is in the office when. And a more streamed line approach to schedules changes/vacation requests. It allows us to track adherence and really hold people accountable for being where they should be and doing what they should be to give our customers the best experience.

Pros

  • Able to customize it to our business
  • Give alerts to agents, WFM team and supervisors as needed
  • Easy to read from an agents perspective

Cons

  • Working with an integration with our internal HR/time keeping system. Exploring that integration now.
  • Our WFM team has made great cost savings by building patterns and allowing the system to adjust where needed. Initially a set up time but time savings going forward
  • More unified structuring for time off requests and shift swapping
  • Adjusting adherence can be tedious so looking maybe adjust adherence goals down so not as many exceptions need yo be made on system
We do use some automation. With time off and shift swap, and that has definitely helped stream line. But we definitely still use some manual review in certain departments due to high volume days or smaller coverage departments
The tracking of adherence through the scheduling tool. Especially with remote workers now.
I think it’s very user friendly. Our company does not want to use the mobile app yet, which I do feel that in the future that could solve some of the struggles colleagues have into visibility.

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

Great system , works well for our business. Our business doesn’t allow for the agent flexibility in scheduling as much, so some features we can’t take advantage of. Just always room to improve with more automation . Looking forward to see what automation bots could help reduce time for our WFM team in the future.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
7.8
Scheduling and Shift Management
8
Workforce Reporting and Analytics
8
Workforce Compliance Monitoring
8
Forecasting and Resource Planning
Not Rated
Staffing Forecasting and Resource Planning
Not Rated
Shift Swapping and Time-Off Requests
7

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi there – thank you for taking the time to submit a review for Verint WFM and rating it so highly! We were thrilled to hear that your team has realized significant cost savings by utilizing automations and enabling a more unified structuring. Loved that you highlighted WFM’s user friendliness, as well. We are also excited to see how bots will further enhance your experience and save you even more time. Your feedback is invaluable for us, and we look forward to continuing to support your team’s success! Cheers

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