Verint WFM Review | TrustRadius

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

WFM, QA, Speech Analytics - 300-500 agents for an inbound call center

Pros and Cons

Pros

Schedule Management
Time off requests

Cons

User access management
issue resolution/support desk
reporting
import/export data

Return on Investment

reduced overhead expenses
improved staff requirement forecasting

Automation and Capacity

Pending launch this year

Workforce Planning

minimal

Usability

5

Limited from the web layout in terms of the flexibility in how information is moved between screens, employees, schedules, etc

Alternatives Considered

Alvaria Workforce and NiCE CXone Mpower

NICE having a stand alone UI (non web based) for admin users of the system allow much more flexibility in using and managing data.

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?

No

Likelihood to Recommend

Basic WFM scheduling and management, needs improvement when it comes to forecasting and accounting for variability outside of call history.

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 months ago
Hi there thank you for taking the time to review Verint Workforce Management. Its great to hear that schedule management and time off requests are working well for your team. We understand that areas like user access reporting and data handling have been challenging and that the web layout has limited flexibility. Your feedback helps us identify where improvements are needed. If theres anything specific we can do to support your experience wed love to hear more. Feel free to update this review at any time in the future. Wishing you continued success