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

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint Workforce Management for all of our resource planning and enabling for our field and internal clients.

Pros and Cons

Pros

customization
change processes
ability to pilot in small batches

Cons

level of customization
speed of changes
complex pto selection processes

Return on Investment

increased the number of tech savy admins needed

Automation and Capacity

We have not been able to free up capacity given that the complex needs of union bidding is not addressed in Verint and we are waiting for enhancements.

Workforce Planning

We have not fully realized the potential as how we track has changed from our previous system.

Most Important Capability

forecasting

Usability

We now have business admins who picked up the admin work but it took a lot of training.

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?

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?

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

It is well suited for customization of individual contact centers but it lacks the depth of those changes to be rolled out quickly.

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. It seems that some of the customization and change processes went well when implementing the solution but there were other obstacles that have not been addressed yet (such as the needs of union bidding). We want to ensure that you are eventually able to free up agent capacity and maximize your returns from our solution. As we are 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 situation specifically and work towards improving your experience with Verint WFM. Thank you again for your valuable feedback. Have an excellent day!