Best WEM software on the market
Overall Satisfaction with Verint Workforce Management
We are a Verint partner who resells, hosts and supports Verint software. In addition to that, our own internal support organization runs off of Verint's platform. We are effectively scheduling or employees to be available when work arrives, record and analyze their interactions and use Verint for all of their performance management tracking.
Pros
- Just works
- Easy to view and change your schedule
- Easy to see your performance metrics
- Easy to access and replay interactions
Cons
- Data synchronization. Moving from one area of the product to another to another to another vs. having one centralized location for the information. This causes delays with data availability and complicates support,
- When I used the software as a customer years ago, we leveraged flexible scheduling (no fixed shift start times) which allowed the system to tell us where the employees needed to work vs. us complying to only when employees wanted to work. This allowed us to offer a lot of different schedule options to employees while always fulfilling the business need. Agent shrinkage reduced, we had better retention and combined we saved on labor costs while getting our customers taken care of at the time they wanted to interact with us.
Strategic Planner is fantastic, but it has not seen very much love over the years. Please invest further in it so we can use it for more modern needs.
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?
Yes
Would you buy Verint Workforce Management again?
Yes
Comments
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