Verint Workforce Management Review
September 09, 2025

Verint Workforce Management Review

Kevin Couick | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use Verint Workforce Management for scheduling, metrics tracking, and headcount planning. We work within a multi-channel environment with our agents handling up to a dozen different contact types. Verint is instrumental in keeping our coverage for various channels coordinated.

Pros

  • Forecasting and Scheduling in a single-skill environment
  • Managing and tracking employee activities and time off
  • Monitoring adherence

Cons

  • Concurrency can be entered only as an integer, which can make chat contacts difficult to plan
  • Verint has trouble with attributing time in multi-skill environments
  • Net staffing can be difficult to understand and act on
  • Verint has helped to increase productivity and accountability, increasing adherence by roughly 10% across the board since implementation.
This has greatly improved the experience. Previously, all requests had to be reviewed and approved by managers, but with request rules and auto-processing, that manual review work has nearly disappeared, allowing near-instant approval or rejection of agent requests based on set criteria.
We have not used the long-term features extensively at this time.
The usability for a number of modules, such as scheduling, request management, and user management is great, but there are aspects of forecasting, net staffing, and reporting that could be improved upon.
Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.

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 Workforce Management truly excels in request management and schedule tracking, allowing for auto-processing of time off requests, for example, with very little manual management from WFM or leadership. Verint does struggle with calculating required FTE in environments where agents take contacts from multiple queues, however.

Verint Workforce Management Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 3 months ago
    Hi Kevin thank you for your review of Verint Workforce Management. Were glad to hear the solution has helped with scheduling metric tracking and coordinating coverage across multiple contact types. We understand that multi-skill environments and forecasting complexities present challenges and were continuously working to improve flexibility in these areas. Thanks again for taking the time to leave feedback. Feel free to update this review at any time in the future. Cheers

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