Item: Verint Workforce Management
Rating: 8
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Schedule maintenance, forecasting, workforce monitoring, and operations Managers. Verint is generally used to maintain the workforce for both the back office and the contact centre. For the call centre, Verint also includes call recording and quality assurance, whereas in the back office, the adherence modules and DPA function, as well as triggers, are used on a daily basis.

Pros and Cons

Pros

DPA
Schedule
Forecasting

Cons

Simple Reporting.
Simplified UI.
KPI calculation.

Return on Investment

Accuracy
Monitoring
Reporting

Automation and Capacity

For frontline and operational staff, self‑service shift swaps and leave requests have materially improved autonomy and responsiveness. Internally, employees can submit shift swap requests directly in Verint, negotiate swaps peer‑to‑peer before escalation, and trigger automated approval workflows to team leaders. This is particularly effective in contact centre and frontline environments, where swaps are common and time‑sensitive.

Observed impact: Employees no longer need to email managers or support teams for simple swaps. Requests are visible, traceable, and time‑stamped. Less back‑and‑forth compared to manual or inbox‑driven processes.

Workforce Planning

Verint WFM provides a clear structural framework for long‑term forecasting and capacity planning, particularly when underpinned by stable historical data. Internally, Verint is positioned as moving the organisation from subjective, self‑reported inputs to objective, system‑captured volumes, AHT, leave, and schedules, with explicit support for long‑term forecasting and capacity planning. This is particularly valuable for annual planning cycles, where leadership expects traceability between assumptions and outcomes.

Usability

That score reflects a system that is very powerful and functionally rich, but not intuitively usable without training, and whose experience varies widely by role, configuration, and adoption maturity. The experience is acceptable to good, especially once users are trained. These flows are linear, predictable, and benefit from automation rather than UI cleverness.

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

Adobe Acrobat, Alation Data Catalog, Omnia

Likelihood to Recommend

Verint WFM is particularly strong in environments where work can be objectively measured, forecasted, and planned across large populations. Internally, Verint is positioned to move teams from subjective or self‑reported metrics to objective, system‑captured data, using inputs such as CRM workflows, task systems, email volumes, and schedule data. Typical examples: Contact centres handling predictable inbound volumes; back-office processing teams with defined task types and volumes; branch or operational teams with standardised activities.

Comments

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Adrienn Tordai
(Vendor Representative) commented 4 hours ago
Hi there! Thank you for your review of Verint Workforce Management! We're glad to hear it supports your organization across scheduling, forecasting, adherence, and daily operations. It’s great to hear that self service shift swaps and leave requests have also increased autonomy and reduced manual effort for your teams. We appreciate you noting areas where simplification would be helpful, such as reporting, UI, and KPI calculations. Feedback like this helps us continue improving usability for all roles. Thanks again for sharing your experience, and feel free to update your review any time!

Verint Review.