Item: Verint Workforce Management
Rating: 10
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint WFM to schedule staff, forecast volumes and workloads. We use Verint WFM to also schedule time off, monitor queue performance and results. Additionally, we export a lot of agent and queue performance data from Verint WFM. We use WFM reporting functionality and real time dashboards within the application.

Pros and Cons

Pros

Adherence Management
Verint Connect documentation

Cons

The ability to add requests to the system via an API would be amazing.
Would like full suite of reporting for WFM in Data Insights Bot

Return on Investment

Increase forecast accuracy
Higher staff adherence
lower labor costs

Automation and Capacity

This process is complicated, so we have used it only in a limited fashion

We are actively working to enable request anything so we are hoping to expand this in the future,

Workforce Planning

We do not use this. We use Excel.

For short range planning, yes, but not for long range planning.

Usability

Overall it does the tasks we ask it to do!

Alternatives Considered

NICE Engage Platform and Alvaria

Has all the same features/capability with a more integrated solution set.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

It is really well suited for almost all WFM use cases. The biggest missing feature in Verint WFM is the ability to add a request via an API or external tools. This has caused me so much pain for years, making it harder to migrate to Verint WFM and also limiting automation capabilities. Even today we are wanting to build an IVA for our agents to request time off, and we have to write all request logic in the IVA rather than posting the request via an API, and letting the WFM logic decide not he request. It's a huge limitation.

Verint Workforce Management Feature Ratings

Comments

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Adrienn Tordai
(Vendor Representative) commented 3 months ago
Hi there thank you for your 1010 review of Verint Workforce Management Were thrilled to hear that the solution is helping your organization with scheduling forecasting and performance monitoring and that features like adherence management and Verint Connect documentation are supporting your operations. Your feedback on API integration and reporting enhancements is especially valuable and we understand how important these capabilities are for enabling automation and scalability. At Verint were committed to helping organizations drive meaningful business outcomes and we appreciate you sharing your experience in such detail. Feel free to update your review anytime as your usage evolves. Cheers