Verint WFM - Growing with your workforce and the times.
February 21, 2026

Verint WFM - Growing with your workforce and the times.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We are a unique organisation which has adopted Verint but due to our scope of business we do not fit nicely into the current suite of software (we are not only a call centre based but have 44 sites around the state) This means we have had to place our customer service centres (44 of them) into the solution designed for call centres which has meant that we often have to make compromises with functionality and reporting to enable our workforces to function.

Pros

  • Automatic Scheduling based on rules.
  • Visualization and use of users based on Hierarchical Structure.
  • Leave and shift Swap applications.

Cons

  • Out of the box reporting. (often not intuitive) And when comparing results to SQL reporting of the same information, they differ. And as there are no metrics to the OOTB (and or visibility of the data sources and when they were weren't refreshed) it is impossible to reconcile.
  • Change Log. (which the fireside chat has gone some way to addressing) But when things have changed, provide a chronological changelog. New Features/Deprecated Features/Bug Fixes, etc., etc. Too often, we have been referred to Verint Connect with the Ohhhh, you should be able to find new things in there. Contradictory, how can we find something new if we don't know it exists.... or if something has changed
  • Visibility of server sync times/completions (and the tables included in these). We are well aware that some only occur in the 4-5 big syncs per day, while others are more regular. As I would imagine if differs from tenancy to tenancy.
  • Front Line access to a more modern WFM.
  • Other value adds and ROI are really pending.. lots of stuff to bed bedded down.
From the frontline staff, this has been a boon, but the full suite is being rolled out as the structure of our business is realized.
I am not in a position to comment on this from my role.
I don't think we have these modules, or if we do, we currently use them. I will stand corrected if I am wrong, but there have definitely not been any callouts about benefits. I would hazard a guess that it might be due to the hybrid-type business arrangement we have.
To a point, but it is not all currently handled in Verint; it involves both internal and external processes.
It has so much potential, and I can see where your growth is going with Calabrio and AI. But as it stands, we can't/don't use its full capacity due to our structure and inability to fit nicely within the WFM structure.
This is what we have migrated from.... and it was very much stuck in the past. It did not have the ability of Verint and modern features, functions, and interoperability with current practices and software. Ironically, though, it did allow the management to customise and amend things on the fly, as well as provide greater visibility into various things than the current iteration of Verint we have.

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?

No

Would you buy Verint Workforce Management again?

Yes

Recognition, we are not a standard company that would fit within the Verint WFM. But also that the WFM is fast-evolving in these times... and it's hard to keep everything on a stable, continuous schedule. But I feel that we are at the moment making do and living with restrictions that were unknown at the time of the adoption of the WFM. These may well be resolved in the future, but requests for assistance and their availability can sometimes be VERY slow.

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