Better SLA calculations for back office
September 09, 2025

Better SLA calculations for back office

Tran Nguyen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We have used Verint Workforce Management to help us with forecasting and scheduling, also time management. We are growing company and maintaining a medium size team is a challenge.

Pros

  • Scheduling
  • Forecasting
  • Time management

Cons

  • Better SLA calculations for back office
  • Net staffing can be better and detect to multi level of queues
  • Scheduling for calendar events can be better so it avoids staffing agents outside of work hours
  • improved utilization and productivity
  • scheduling better than Google sheets
make workforce much easier and controllable
Not great for back office as we have a longer turn around time
Verint Workforce Management is easier to use when you understand the concepts and workflows

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?

No

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Very good on running multi events to the same time and provide queue analytics for optimizing staff levels. However its not strong to support back office scenarios where we have processes in our workforce. It's queue independence.

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