Item: Verint Workforce Management
Rating: 6
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We utilize Verint Workforce Management in our business to schedule contact center agent shifts, monitor contact center agent adherence, forecast call volume, and analyze adherence and call trends. The solution allows us to get valuable insights into agent performance and call volume, which allows us to effectively manage our business.

Pros and Cons

Pros

Quick View Analytics
Real Time Adherence Monitoring
Ease of Schedule Creation

Cons

User Interface
Reporting
Adherence Alerting

Return on Investment

Improved Agent Monitoring
Valuable Adherence Insights
Ease of Schedule Creation

Automation and Capacity

We have not leveraged any automated workflows but are excited to implement in the future.

Workforce Planning

We do not utilize Verint WFM for long term forecasting natively. We upload an excel file for long term planning into the WFM module

Most Important Capability

Quick View

Usability

The product has lots of possibilities but is challenging to configure and maintain

Alternatives Considered

N/A

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?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

Other Software Used

Amazon Connect, LivePerson Conversation Cloud (LiveEngage), Appian

Likelihood to Recommend

Verint WFM is great for managing call center agents and adherence. Quick View gives a valuable overview of trends within the contact center.

The tool is well suited for mid to large size employers.

The tool is less valuable for smaller organizations.

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 submit a review for Verint WFM. I’m glad to hear that you’re getting valuable insights from the solution regarding agent performance, call volume, and more. You’ve seen ROI in agent monitoring, adherence, and schedule creation – which is great! However, I understand that you have a few concerns regarding the UI, reporting, and some configuration settings. As I am unable to see your name or company from this review, could you please reach out to your customer service representative at your earliest convenience (if you haven’t already)? This will allow us to address your concerns more effectively and work towards improving your experience with Verint WFM. Thank you again for your valuable feedback. Have an excellent day!