Item: Verint Workforce Management
Rating: 5
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

For forecasting, scheduling, and RTA. We also use it to obtain fte requirements and service-level outlooks. Entering exceptions for agents to view. The product guide is for WFP planners on how to ensure sufficient staffing is available to answer calls at the right place, at the right time.

Pros and Cons

Pros

Forecasting for weeks and months in the future.
Getting historical volume and and trends.
Being web based and easy to access anywhere.

Cons

Not able to enter exceptions in bulk accurately.
Reporting function is very limited.
Not a way to pull up specific exceptions in a given time period.

Return on Investment

Forecasting is pretty accurate.
Easy for agents to understand rosters.
Easy to get historical trends.

Automation and Capacity

Quite easy to use for agents. Easy to set up as well for putting in leave balances. We have not used the automated shift seats yet, but we are setting them up now. Preferences and shift bidding are easy to use and work well, especially with our casual staff.

Workforce Planning

Very limited. To be honest, for a long time, the budget has been based on resource planning, which has been very unreliable and inaccurate. We just use our own spreadsheets. The forecast keeps changing, and we have reached out to the Verint support team multiple times, but even they can't seem to fix the issue or give us a definite answer.

Usability

Lacking in so many aspects. Though forecasting is very good. Schedule creation and exception entry are also very limited. Reporting is also very primitive and lacks much of the flexibility we need. We tend to look at other applications to get the numbers we need. Even the support teams of verint cant five us the answers

Key Insights

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

Are you happy with Verint Workforce Management's feature set?

Did Verint Workforce Management live up to sales and marketing promises?

Did implementation of Verint Workforce Management go as expected?

Would you buy Verint Workforce Management again?

Other Software Used

Microsoft Power BI

Likelihood to Recommend

Very limited, in my opinion, in overall functionality, and the data is not accurate, especially for forecasted service levels. Keeps on changing and does not even have holiday factors that can be used for forecasting. Also, no seasonality that can be input manually. There is nothing similar to an employee data centre in this aspect. So hard to retrieve a specific set of employees. No filters.

Comments

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Verint Review Sydney Australia.