Item: Verint Workforce Management
Rating: 9
Author: Antony Sheehan

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

currently we use the Verint Workforce Management platform for our contact centre, we also use it for our 24 hour 7 days a week main roads contact centre. with our contact centre we build all forecasts and schedules within the platform where as due to restrictions and parameters we dont let the platform to build schedules for our 24 hour contact centre, schedules are manually built however we can build our forecasts with the data brought in from our Genesys system

Pros and Cons

Pros

annual leave
forecasting
break allocation

Cons

shift allocation equity
reporting
audit vier could be more user friendly

Return on Investment

forecasting accuracy
improved service goals
improvement in staff adherence

Automation and Capacity

we currently only utilise the shift swap and Annual Leave functionality due to the nature of the business the likes of shift bidding isn't suitable due to skill sets, however overall the agents do like the simplicity in requesting annual leave and or a shift swap, currently they only utilise from the desktop application we would like them to utilise the app moving forward

no i would say not really as their main workload is answering calls

Workforce Planning

we havent used these functions within Verint Workforce Management, i think purely due to to not fully understanding them

Usability

I think the usability of Verint Workforce Management within the business is underrated, being a global company used by many businesses i feel we aren't using it to its full potential which I will be raising in the near future

Alternatives Considered

Alvaria
Avaya Aura

i think they have all got their good points and their challenging points, but i also believe that can be caused by restrictions placed on them by the business more so due to the lack of understanding of the product

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

Other Software Used

Genesys Cloud AI, Tableau Desktop, Snowflake

Likelihood to Recommend

from current experiences we have found it very challenging to allow the Verint Workforce Management system to produce productive rosters for our 2/7 operating contact centre, we are unsure if its due to the business/staffing parameters and or restrictions we have in place or that Verint Workforce Management can't actually provide a workable roster rotation

Comments

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Adrienn Tordai
(Vendor Representative) commented a day ago
Hi Antony! Thank you for taking the time to leave a thoughtful review of Verint Workforce Management! We're glad to hear that the platform has been valuable in supporting your forecasting needs and that features like shift swap and annual leave requests are simple for agents to use. We also appreciate your notes on shift allocation and reporting. Feel free to expand on your feedback so we can continue improving the solution in meaningful ways. Your note about challenges with generating productive rosters for your 24/7 contact centre is also important, and we welcome any additional detail you’d like to share so we can better support your goals. Our team will be in touch out to offer support and ensure you’re getting the most value from the platform. Thank you again for such a detailed and insightful review. Feel free to revisit and update it anytime as your experience with Verint Workforce Management evolves. Keep up the excellent work!

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