Item: Verint Workforce Management
Rating: 5
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Used as the final step meaning all voluntary time off or overtime requests handled outside system and then inputted into system. The problems are manually because the team managing the process are unfamiliar with the tech. It’s the same issue for forecasting. There are 1400 unique schedules for 1200 agents.

Pros and Cons

Pros

The tool appears to work

Cons

Training on system for new clients and ongoing development

Return on Investment

We paid a lot to not use the system as intended

Automation and Capacity

Workforce Planning

Not right now

Usability

We know it can be improved but we are too focused on getting basics right after a poor implementation experience.

Alternatives Considered

N/a

Key Insights

Do you think Verint Workforce Management delivers good value for the price?

Not sure

Are you happy with Verint Workforce Management's feature set?

Did Verint Workforce Management live up to sales and marketing promises?

Did implementation of Verint Workforce Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Likelihood to Recommend

It’s not intuitive enough for someone who hasn’t received training to use the system

Verint Workforce Management Feature Ratings

Verint Workforce Management Training

Training Types Used

No Training

In-Person Training

Comments

Please log in to join the conversation

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 so sorry to hear that you’ve experienced lack of training and not currently able to make the most of the solution. We want to ensure that your experience with Verint WFM will improve and that you will maximize your returns from the solution. If you haven’t already, please check out Verint Academy, our learning platform that provides interactive learning experiences for all levels. If you are looking for a more customized approach, please do not hesitate to reach out to your CSM or customer service representative to see your options. Thank you again for your valuable feedback. Have an excellent day!
Adrienn Tordai
(Vendor Representative) commented 2 months ago
Hi there thank you for your updated review of Verint Workforce Management. We appreciate you taking the time to revise several parts of your feedback since last year. It seems that some key areas such as training forecasting and usability havent met expectations yet. Were sorry to hear that the system hasnt been fully adopted as intended and we understand how critical proper onboarding and ongoing support are to success. As we are unable to see your name or company from this review please reach out to your Customer Success Manager or Customer Support at your earliest convenience so we can explore a tailored approach to getting the necessary training to maximize your outcomes from our solution. Thank you again for your insights