Managing a call center
September 10, 2025

Managing a call center

Ryan Cook | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use it to manage our call center through scheduling, call recording and reporting.

Pros

  • Scheduling
  • Adherence monitoring
  • Call recording

Cons

  • Scheduling format
  • Reporting connections
  • Dashboards
  • Improved adherence
  • Improved service level
Haven’t used these at all
Yes but outside of Verint using spreadsheets
It’s not super intuitive. There’s a lot of stuff you have to learn to use it well
Assembled is much better when it comes to format. You can easily duplicate schedules, drag breaks and lunches, create rolling schedule builds and have a reliable forecast with minimal updates.

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

Not sure

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

No

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?

No

Verint used to have a really great scheduling feature that let you paint things and click and drag stuff. Now everything has dropdowns which is very time consuming. Otherwise it’s a great system

Verint Workforce Management Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 months ago
    Hi Ryan thank you for your review of Verint Workforce Management Were glad to hear that features like scheduling adherence monitoring and call recording have been helpful in managing your call center operations. We also appreciate your input on areas for improvement such as scheduling format and dashboard usability. Were continuously working to refine our features to better support your operations and your feedback helps tremendously. If you havent already consider exploring Verint Academy it offers instructor-led classes and self-paced on-demand learning to help you maximize your ability to drive team efficiency and meaningful business outcomes. Feel free to update your review anytime to reflect your latest insights. Cheers

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