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

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint WFM to solve the scheduling and forecasting problem. We also use queue analytics to predict future performance and make adjustments as needed to ensure we meet our service goals. I use Verint Workforce Management every day in my work as a Workforce Planning analyst.

Pros and Cons

Pros

Forecasting
Layout
Profiles

Cons

Forecasting
Modelling
Usability

Return on Investment

Improved productivity.
Improved service goals.
Reduced over head expenses.

Automation and Capacity

It’s made a positive impact. It has increased flexibility for full-time, part-time, and casual workers to swap shifts, so that, from an organisational standpoint, we have no drop-off in performance. From an employee standpoint, the increased flexibility makes the work experience better.

Yes. Automation in Verint Workforce Management has allowed employees to shift away from manual scheduling, data entry, and forecasting tasks. With routine work streamlined, they’ve been able to focus on higher‑value responsibilities such as trend analysis, service improvement initiatives, strategic planning, and more proactive workforce optimisation—ultimately increasing their impact and efficiency. So it's been a good thing.

Workforce Planning

Our experience with Verint Workforce Management’s long‑term planning and hiring optimisation has been positive. Its forecasting accuracy and scenario modelling have strengthened annual budget planning, improved visibility of future staffing needs, and supported more confident hiring decisions. Overall, it has enabled more proactive, data‑driven capacity planning across the year. Which has been a good thing.

Yes. Using Verint’s forecasting and capacity‑planning tools, we can clearly identify the roles and FTE required to meet expected future workloads. The long‑term modelling provides visibility of volume trends, staffing gaps, and hiring needs, enabling more accurate, proactive workforce planning and better‑aligned resourcing decisions across the year. Which has been a very good thing.

Usability

I gave this rating because Verint Workforce Management consistently delivers accurate forecasts, clear visibility of staffing gaps, and reliable long‑term planning insights. It simplifies complex modelling, supports data‑driven decisions, and improves confidence in resourcing and budgeting. Overall, it strengthens workforce planning effectiveness and reduces the manual effort previously required. Thanks.

Alternatives Considered

Verint Workforce Management compared favourably with other platforms because it delivered stronger forecasting accuracy, deeper long‑term planning capability, and more flexible scenario modelling. These features supported better capacity planning and hiring decisions. I selected Verint because it offered the most reliable insights, reduced manual effort, and aligned best with operational needs.

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

Likelihood to Recommend

It is appropriate/well-suited for organisations that need a workforce management program, as it does a better job than Microsoft Excel in scheduling and forecasting. The fact that it’s on a browser and doesn’t require you to download the app is also a very welcome addition.

Comments

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Verint WFM Review