Item: Verint Workforce Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint Workforce Management mainly for forecasting and scheduling for front and back office. It help us get an idea of how we should staff our lines in all sides of the business.

Pros and Cons

Pros

Scheduling
Adherence
Forecasting

Cons

Improved interval reporting appearance. Queue Analytics is a nice UI, but an interval report would be nice

Return on Investment

We have been able to significantly reduce the FTE footprint overall by forecasting efficiently across the business. No specific numbers, but it has provided great value.

Automation and Capacity

It has reduced load from the managers and put the responsibility on the agent. Self-service is always preferred.

Usability

UI could use some performance improvements. I personally prefer a desktop app over a web app, but if the web app is responsive, it's perfectly fine.

Key Insights

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

Likelihood to Recommend

Verint Workforce Management forecasts particularly well. Instead of an out of the box Erlang solution, I do like how Verint is a customized version

Verint Workforce Management Feature Ratings

Comments

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Verint Workforce Management has changed our environment for the better