I love the user management fields for data reporting
September 10, 2025
I love the user management fields for data reporting
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
We use Verint as our workforce management platform and AWS as our telephony platform. Some of the problems we have run into is the interegration between Verint and AWS can be messy at times in status code collecting. The partnership seems in the early stages. I have high hopes for more smooth integration
Pros
- Agent user experience
- I love the user management fields for data reporting
- Viewing agent status code usage during their shift vs scheduled activities
Cons
- The API that gets the status code from AWS has not been fully accurate
- easier access to data via querys
- Ability to pull data into BI reporting easily
- Still working on this. I think our struggle is the separation of WFM platform and telephony. Coming from a previous tool that incorporated both
The front line employees really appreciate these capabilities however it takes some investment to keep the managers trained and updated on how to use the tool to the best of their benefit
Gives them the ability to own more of their flexibility
We do not currently use this feature. Our environment has too many complexities and a trusted accurate forecasting and staffing process that was not able to be replicated in the tool
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?
Yes
Did implementation of Verint Workforce Management go as expected?
No
Would you buy Verint Workforce Management again?
Yes
Comments
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