Real time monitoring of agent status
September 30, 2024

Real time monitoring of agent status

Prasanna Chand | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use it primarily for Scheduling and Adherence monitoring. It helps with real time monitoring of agent status, create standard schedules with lunches, breaks, coaching, training and other activities. We also use it for Shrinkage tracking.

Pros

  • Scheduling
  • Adherence Monitoring
  • Reporting of Net Staffing

Cons

  • Need to improve accuracy in Net Staffing numbers
  • Faster product delivery - it takes for ever to get ideas prioritized
  • Add Mobile / SMS as a channels
  • Schedule Adherence
  • AHT
  • SVL
Certain events are not approved based on net staffing levels creates an impact for service level
Adherence monitoring (Real time)
It still has a lot of legacy look and feel
Verint's pre sales & partnership is great

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?

No

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

No

Their pre-sales partnership is good. But their product teams are slow in launching improvements

Verint Workforce Management Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi Prasanna – thank you for taking the time to submit a review for Verint WFM. We are thrilled to hear that you are satisfied with the solution’s flagship features, such as scheduling, adherence monitoring, and reporting. However, I understand that you have a few concerns regarding improving accuracy in Net Staffing, and faster product delivery. Our teams are continuously working to improve launch times and other aspects you mentioned in your WFM instance. We are committed to ensuring that your experience with our product continues to meet and exceed your expectations. If you have any immediate issues, please do not hesitate to reach out to your CSM or AE. Feel free to update your review at any time. Cheers!

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