Item: Verint Workforce Management
Rating: 6
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Verint WFM is used to forecast and schedule for our contact centres. Forecasts are created for tens of thousands of calls a day, across a thousand staff. With many different skill sets and queues that customers are calling through, we have a product that can handle a range of forecasting methodologies, as provided by Verint.

Pros and Cons

Pros

App integration to increase agent buy in.
Split shifts.
Ability for frontline to make changes to their own schedules (request anything).

Cons

TL feedback is that it is difficult to use and not user friendly.
Would like more or more intuitive ways to make bulk changes to users and schedules.
The audit trail feature is unintuitive and not useful for tracking when and how changes are made.

Return on Investment

Better agent engagement.
Increase business awareness of shrinkage and it's impact.
Better schedule efficiency.

Automation and Capacity

Team leaders have expressed frustration with how difficult and non-intuitive the interfaces are. This has led to significant pushback from leaders and rework for the WFM team to manage. Agents have liked the ability to interact with their own shifts through requesting anything and making changes to their workday that assist their ways of working.

Workforce Planning

I think this is an area that we have not fully explored while we have been getting the ordinary BAU forecasting and scheduling working. As well as focusing on embedding Verint with our front-line teams. Currently, for most cap planning, we still rely heavily on Excel workbooks outside of Verint.

Usability

I came back to the WFM team about a year into the team, having used Verint, and found it very difficult to upskill in Verint. Originally, I found it difficult to navigate and to understand where to find modules. After some practice and utilisation of some of Verint's resources, I have worked most of it out.

Key Insights

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

Not sure

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 365

Likelihood to Recommend

Verint is well-suited for large and complex contact centres where forecasting and strict compliance management are necessary. For large multi-site businesses, with thousands of agents and tens of thousands of calls per day, that also require intraday reforecasting and detailed performance tracking. Multi-channel businesses that manage calls, emails, chats and back-of-house work will also benefit.

Comments

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Adrienn Tordai
(Vendor Representative) commented 19 hours ago
Hi there! Thank you for your review of Verint Workforce Management. It’s great to hear that the platform supports your large scale forecasting needs and that features like app integration, split shifts, and the ability for agents to manage their own schedules have driven stronger engagement and efficiency. We appreciate you sharing this balanced feedback — both what’s working well and where the experience could be smoother, such as general usability. Feedback like this is incredibly helpful as we continue to improve the solution. Feel free to update your review any time.

Verint WFM.