Planning made easy
Updated November 14, 2025

Planning made easy

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Verint Workforce Management

We use Verint WFM to forecast and schedule our call center agents. It helps save time and resources on forecasting as well as making it flexible for the agents to trade their preferred slots

Pros

  • Statistics
  • Forecasting
  • Analytics

Cons

  • WFM bot to help planers
  • Increased accuracy
  • Saves time
  • Helps monitor sla
Automation saves managers time and flexibility gives agents more freedom
Yes, as freed time you can address to other tasks
We haven’t used hiring optimization yet
We haven’t configured that very precisely but potentially it can
It’s very useful tool with diverse functionality which on the other hand makes it a bit hard to use without proper training
It has more functionalities and flexibility

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?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

If you have call center with 100+ agents it becomes very handy… if it’s a small call center then not so much

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

400 - Call center
2 - Verint certification, it skills and knowledge of business processes
  • Schedule planning
  • SLA check
  • Stuff satisfaction
  • For bonuses
  • For motivation

Evaluating Verint Workforce Management and Competitors

  • Scalability
  • Integration with Other Systems
Add user friendliness as a criteria

Verint Workforce Management Implementation

I didn’t participate, but I know that timeline weren’t met
  • Third-party professional services
Veziri
Yes
Change management was a small part of the implementation and was well-handled
  • Timeline

Verint Workforce Management Training

  • Online Training
  • In-Person Training
The person was knowledgeable and eager to explain
It’s less efficient than in person training

Configuring Verint Workforce Management

Complex
Make it easier to use
No - we have not done any customization to the interface
No - we have not done any custom code

Verint Workforce Management Support

ProsCons
Kept well informed
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
Yes - No
I don’t remember such case
They are very slow and solving problems takes long times. Sometimes problem still repeats

Using Verint Workforce Management

ProsCons
Like to use
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Lots to learn
  • See statistics
  • User management
Yes

Verint Workforce Management Reliability

Integrating Verint Workforce Management

Sometimes it is easy depending what you need to achieve, sometimes integration doesn’t work very well
  • Siebel
  • OTCS
  • Alcatel
  • Crm
  • Genesys
Supports
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
Custom integrations that are not supported out of the box needs good planning and investigation

Relationship with Verint

It’s slow and not very easy
Same reasons
Support and payment

Upgrading Verint Workforce Management

Comments

More Reviews of Verint Workforce Management

  1. Home
  2. Call Center Workforce Optimization Software
  3. Verint Workforce Management Reviews
  4. User Review of Verint Workforce Management