Item: Verint Workforce Management
Rating: 8
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Verint in my organisation supports the WFP with the scheduling and Forecasting. It really helps us identify staffing gaps and address any issues. Verint Mobile has been a game-changer, and we are currently implementing the scorecard feature as well, which we believe will be very useful for the frontline and serve as a one-stop shop.

Pros and Cons

Pros

Tactical Forecasting.
Auto schedule generation.
Scorecards

Cons

Shrinkage dashboard.
Reports
Enhancement of mass schedule editor.

Return on Investment

Better forecasting accuracy.
Realistic view of staffing.
Better user experience for casual staff.

Automation and Capacity

I think this is a great feature that lets employees request time off, bid for overtime, swap shifts, etc. This has helped the WFP team manage the additional leaves being approved, and they are now monitored manually, as any leave outside the leave balance must be reviewed before automatic approval.

Absolutely, they are now ensuring that leaves are raised as early as possible so they can be auto-approved; otherwise, they need to go through a proper chain of approval if it exceeds the leave balance.

Workforce Planning

We haven’t explored this feature yet, as it doesn’t fall within our roles and responsibilities; hence, we cannot comment.

Usability

Better forecasting, the time off pool is an amazing feature.

Alternatives Considered

Alvaria

Verint supports forecasting, helping the WFP team produce as accurate forecasts as possible, unlike Aspect. However, Aspect had an autorun feature that automatically downloaded and refreshed any report.

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?

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

Other Software Used

Microsoft Power BI, Microsoft SQL Server

Likelihood to Recommend

Well-suited for forecasting, as it helps the WFP team to select the specific weeks that they want to use for historical data. The scorecards feature will be a game-changer once we roll it out in our organisation, but it needs a dashboard with a shrinkage overview, so WFP and Frontline can make decisions.

Comments

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