Improved Service Levels + Employee Satisfaction = Verint WFM
December 31, 2024

Improved Service Levels + Employee Satisfaction = Verint WFM

Heather Shafer, MBA | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Before Verint Workforce Management (WFM), we did not have an efficient WFM system for our growing call center. It was challenging to manage the scheduling for the extended hours, time off and scheduling needs by hour. With Verint WFM, our organization was able to consolidate all aspects of efficient time management, metrics, service level management and historical data in one location.

Pros

  • Schedule optimization
  • Real time monitoring for schedule adherence
  • Improved labor costs
  • Helped predict call volumes based on historical data
  • Allowed for more flexible scheduling

Cons

  • UI is not intuitive and could be more user friendly
  • Setup is extensive and labor intensive
  • Reports take a while to get used to and can be difficult to extract
  • Improved service level goals for call center
  • Improved productivity for associates
  • Improved employee satisfaction with flexible scheduling and shift swaps
This has not been used by managers or supervisors.
We have been using WFM for several years and this has helped set the baseline for associate metrics and SLA.
Optimizing the weekly schedule
Verint WFM allowed our organization to streamline workforce optimization and automate processes to improve employee satisfaction and increase call center performance.

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

The Verint Workforce Management (WFM) is a very good tool, however it does take time to get used to and to setup. Once the setup is completed and users have training, the application is robust. Use of Verint user forums and user collaborations is extremely helpful.

Verint Workforce Management Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi Heather – thank you rating Verint Workforce Management so highly and leaving a review! We're glad to hear that our solution has been effective in consolidating all aspects of workflows related to running your call center. Your positive feedback on schedule optimization, real-time monitoring, improved labor costs, and flexible scheduling is greatly appreciated. We also value you sharing a few areas in need of improvement, such as the UI, onboarding, and reporting. We are continuously working on our solutions and processes to ensure smooth delivery and deployment. 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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