Workforce Solutions for your Workforce
Updated December 12, 2024

Workforce Solutions for your Workforce

Candice Lynch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use it to schedule our Pilots and Flight Attendant Schedules. We also use to manage our Help Desk scheduling.

Pros

  • It keeps the schedules well and allows our Representatives the ability to have more autonomy.
  • It has great features that allows the workforce to adjust their schedule to fit business needs/volume.

Cons

  • Verint should allow more customization for Agents taking off time without pay when business is slow.
  • This has been a Godsend for our Technology help desk. It has improved the workforce management and gives our Analysts more autonomy.
3 months
We are still evaluating since we just rolled it out.
Agent Productivity.
It has a straight forward usage and understanding.

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?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

When AGents are needing to change bidded shifts, it works well. When Agents need more intraday changes to match the business, it needs improvement. This is due to many union groups needing this to be awarded in order of seniority.

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

200 - They use it to schedule Agents who support our 34/7 operation scheduling Pilots and Flight crews across America.
30 - Detail oriented, great at multi-tasking, and highly trainable.
  • Scheduling of Workgroups
  • Scheduling to meet dynamic bids and needs
  • Expand to contact center of 3500 Agents
  • Include Backoffice groups that support Agents
The software has great features, and has proven good for our business needs.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi Candice – thank you for taking the time to submit a review for Verint WFM. We were thrilled to hear that this solution has made such a big difference in your workflows. Very happy to read about your ability to better manage your workforce and give your analysts more autonomy. Thank you for also highlighting the solution’s ease of use. Additionally, we appreciate you sharing your experiences around time-off management and intraday changes. Our teams are continuously working to improve on these aspects for this solution. Your feedback is invaluable as we continue to enhance our solution to better meet your needs. If you encounter any immediate issues, please do not hesitate to reach out to customer support. In a few months, I’d love to hear your new insights to Verint WFM – feel free to return to TrustRadius.com and update your review to reflect your latest experiences. Have an excellent day! Cheers

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