The potential is very exciting
March 09, 2026

The potential is very exciting

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We are currently utilising Verint Workforce Management Enterprise for our call centre and our physical store locations, this is so we can share staff between channels with ease, as well as seeking a scalable tool to introduce more web/email channels in the future. We are a business of approx. 1000+ frontline staff and we handle several million interactions per year. We were seeking an application that gives more power to our employees to choose the schedules that they want, and to help our frontline leaders manage the quality of their staff with a better user experience.

Pros

  • Quality Management
  • Speech Analytics
  • Coaching
  • Time Flex

Cons

  • We require more granular reporting functionality
  • (eg. historical employment type tracking)
  • Scorecards only update overnight, no real time functionality to make KPIs/objectives or load source measure data
  • More filtering opportunities on the Calendar page (eg. If you were looking for a particular shift and want to search through all employees)
  • KMS has been a huge boost to our attrition figures and our call centre AHT
This has been a real boost to moral and our ways of working. We want to offer staff better options to ensure that we retain talent. We have not been able to use shift swap as of yet but request time off has saved us time in the planning team for sure.
Yes and no, we have still ironing out some kinks with the system and how we either need to fit our business to match the application, or how we can get the application to match the business. It has unfortunately caused more work for our planning team, but less work for frontline leaders using the system.
NA - I'm not currently in forecasting so I am unable to speak to this area of the application.
The planning team may require additional FTE (approx 2) to help with the changes that we now need to oversee, however with the introduction of Real Time Insights bot we will no longer need additional real time analysts to cover the call centre which will even out the FTE.
I think it is wonderful from an employee and leader perspective. They can use mobile devices, they can shift bid and swap, etc., but it has been a very large learning curve for our planning team to try and shoehorn in branch requirements to the Enterprise system. It is still early days and we are looking at trying our hand at more Verint Workforce Management add ons.
I find that Verint wants to give you a lot of customisation options, but this can potentially lead to a lot of work, but is also offers us something that we didn't have before, the opportunity to give benefits back to our employees with tools like request leave, shift swap, shift bidding, timeflex, etc. This is why we chose Verint Workforce Management.

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?

No

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

I believe that Verint Workforce Management Enterprise does offer a lot of potential for frontline leaders in the business to help manage staff, like adding coaching and overseeing performance through scorecards, however it is definitely not as fit for purpose as we would have hoped for the staff that oversees the application. The system is very dedicated to call centre metrics and results, but half of our business (physical stores) is unable to utilise these benefits (eg. combined queues, accurate FTE required/scheduled functionality across sites)

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