Verint WFM...Reap the benefits of customization
November 27, 2024

Verint WFM...Reap the benefits of customization

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Verint WFM has helped our company better service our customers. It greatly assists in ensuring the correct agents are on the phones, logged in, at exactly the right time. Our average speed of answering calls has decreased drastically, enabling our leaders to coach and develop agents when it works for our business.

Pros

  • I love the color ribbons that can be set up universally for all our business lines.
  • The mobile application is easy to use and our agents love it.
  • I love the security within the application- customizing who gets what access is great!

Cons

  • I would like to see different options for calculating adherence. This is very different than other applications.
  • I would like to see more integration within Quality and WFM.
  • We have been able to decrease our workforce staff from 5 users to 3 users due to the automation.
  • We have also been able to decrease our staffing by 3% as our agents' time is scheduled so they are available for the correct calls that come into our contact center.
We choose to set up an approval process for any shift swaps and bids due to the design of our contact center.
We are able to identify the roles we will need based on staffing reports and long-term planning capabilities. We needed a lot of support to set up Ad Hoc Reporting, as the out-of-the-box reports did not meet all of our needs. Once these reports were set up and running, we were fully able to understand what skills and queues would be needed for our peak-time volumes.
We cannot live without automated reporting capabilities. Being able to build all necessary reports once and set them up to be distributed to the users who need them once vs. manually running them has been a huge capability that we lean very hard on. Also, the reports are straightforward and can be updated if needed.
The system takes a lot of time to set up and design, which would be a pain point, but this enabled us to really be intentional about how we thought about our reporting needs and how we aligned our agents. Learning the platform was also a challenge as there are so many customization options, but once the platform was set up, we were able to quickly hit the ground running and reap benefits.
I was not part of the decision making process.

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?

Yes

Would you buy Verint Workforce Management again?

Yes

Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!

Verint Workforce Management Feature Ratings

Workforce Management Software Features
9.3
Time and Attendance Tracking
10
Scheduling and Shift Management
10
Workforce Reporting and Analytics
5
Mobile Accessibility
10
Forecasting and Resource Planning
10
Staffing Forecasting and Resource Planning
10
Shift Swapping and Time-Off Requests
10

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi there – thank you for taking the time to leave a 10/10 review of Verint Workforce Management! We're thrilled to hear that our solution has significantly improved your customer service and that it has helped optimize your workforce and decrease your average speed of answering calls. Your positive feedback on the color ribbons, mobile application, and security customization is greatly appreciated. We also value your suggestions for improvement, such as different options for calculating adherence and more integration within Quality and WFM. We are continuously working on enhancing our solutions to better meet your needs. Feel free to update this review any time in the future to reflect on your latest experiences. Keep up the great work! Cheers

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