Item: Verint Workforce Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

My organisation uses Verint to schedule and record daily activities and statistics for 5000+ colleagues. It allows us to manage workflow, leave, and scheduling through features such as Time Off Manager and Ops Manager. It allows for better reconciliation between schedules and payroll systems and overall visibility of colleague productivity.

Pros and Cons

Pros

Managing of Leave through TOM.
Scheduling to reconcile with HR systems.
Monitoring of daily activities through DPA data.

Cons

A cleaner way to display and store archived and legacy teams and campaigns. I.e., folders or sa eparate archive feature.
A function for public holidays to be automatically generated in scheduling.
Auto generating of new scheduling periods or a less manual process.

Return on Investment

No more spreadsheets for managing leave.
No more cherry picking.
No more manual work allocation.

Automation and Capacity

Leaders are no longer using spreadsheets to manage leave balances, schedules, and work allocation. Allows the leader to better understand how colleagues are using their time and resources. This gives opportunities for coaching and support to improve outcomes and time management. Colleagues can view and request leave without waiting for leader approval.

Workforce Planning

This is a newer area for our contact centre teams, so it is still being fine-tuned. Previously using ASPECT. This is not an area I am personally part of, as I manage back-office Ops teams with set work patterns and schedules that do not regularly change. Forecasting is managed by a different WFP team.

No.

Usability

Some features are a little clunky, but once you are familiar with the system, it is quite user-friendly.

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

Likelihood to Recommend

It has allowed leaders to do away with spreadsheets and to better oversee teams and how time is being used. Ie DPA.

Comments

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Adrienn Tordai
(Vendor Representative) commented 3 hours ago
Hi there! Thank you for your review of Verint Workforce Management! We're glad to hear it’s helping your organization manage scheduling, leave, and daily activities for such a large workforce, and that tools like Time Off Manager, Ops Manager, and DPA data have improved visibility and reduced reliance on spreadsheets. We appreciate you highlighting the need for cleaner storage for archived teams, automated public holiday generation, and more streamlined processes. Feedback like this is incredibly helpful as we continue to enhance usability and reduce manual work. Thanks again for sharing your experience, and feel free to update your review any time!

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