Item: Verint Workforce Management
Rating: 7
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We mainly use the software for scheduling, forecasting, and schedule tracking via numerous processes.

Pros and Cons

Pros

Scheduling
Uploads and API pulls
Customization processes

Cons

Auto Processing Rules
More detailed role permissions
More customization (being able to create new media types)
More forecasting parameters
Better tracking via schedule activity

Return on Investment

More end user friendly
Easier configuration for admins since we're unable to actually configure.

Automation and Capacity

The process is more user friendly but since we don't have as many rules that we can setup to control requests, it's less granular than our experience before moving to Verint.

There are many limitations within the system but overall more end-user friendly. Would love to be able to control for more external factors, i.e., being able to control role settings, better control with scheduling based on net staffing and forecasting, etc.).

Key Insights

Do you think Verint Workforce Management delivers good value for the price?

Not sure

Are you happy with Verint Workforce Management's feature set?

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?

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

More customization decisions would be helpful. I would love to be able to configure the software vs just turning different pieces on or off.
Would love to be able to more granularly setup rules, request management pieces, role permissions, and forecasting pieces.

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 months ago
Hi there thank you for your review of Verint Workforce Management. We appreciate the detailed feedback youve shared especially around scheduling API integrations and customization processes. Your insights into areas like auto-processing rules role permissions and forecasting parameters are incredibly valuable and help highlight where the platform can better support your needs. If youd like tailored assistance or have specific configuration questions please dont hesitate to reach out to your Customer Success team or Verint AdviceLine. Wishing you continued success

More end user friendly