Jolt vs. Verint Workforce Management

Jolt has allowed us to save thousands of dollars in food by identifying issues early. This has been accomplished from both the standpoint of trend analysis and identification of catastrophic failures. Our employees have saves hundreds of hours of labor by not having to write out each individual date label used during the day.

For workforce management, more so in the customer care department, Verint Workforce Management is the best as it makes matching resources with needs easy. It enhances scheduling, and thanks to the smooth match, handling customer issues becomes easy, and this enhances customer experience.

Incentivized

• Timely reminders of when checklists need to be executed; The team is alerted audibly and visually when checklists are coming due or when they are past due.
• Customized text message confirmations when audits are completed/incomplete; This feedback closes the loop with the Management Team confirming the status of the required daily checklists/audits.
• Documented proof of completion through photos; Checklist questions/items can be setup to require photos to be taken as visual evidence that a task was completed. This adds a check-and-balance feature that deters pencil whipping tasks and eases the burden on the Management Team when it comes to auditing compliance and driving accountability.
• Remote printing from any device setup with Jolt; We have iPads throughout the restaurant communicating real-time information with various functions within the store. It is very convenient when a Team Member in one department can print on the device in front of them, while calling out to another Team Member to retrieve labels from the printer when on their way to assist with a job function.

• Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
• Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
• Verint also processes PTO requests very smoothly and in a way that makes sense.

Incentivized

• Development Sprints: They are always improving, but the speed to the deployment of features could be faster.
• Customization: The Dashboard is solid, but being able to brand the back end to look more like my company would help me gain buy-in from all department heads and help integrate Jolt further into the company.

• It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.

Incentivized

Jolt is very user friendly and offers a lot of solutions to my companies needs. If it offered a Payroll piece and a Point of Sale piece it would make it a complete system that would solve 99% of my companies needs.

It still functions the way we need it to. But, I am also a person who is keen to the relationships that have been built and it is one of the best I have with any outside vendor. There is work on improvements and updates constantly and when or if I have an issue or problem that needs to be addressed, I know the team is there to help me.

Incentivized

The system itself is very user friendly and every one of our team members is able to use it easily. The only difficulty that we have occasionally run into is a lack of connectivity between the Bluetooth printer and the iPAD. There are only two or three of us on staff that are well versed enough with the product to be able to fix it when there is this kind of issue.

I have worked within the system for several years and have not found a separate WFM system that is comparable or has as many features as Verint. There are comparable systems for scheduling , forecasting and PTO allotment. however I have not been able to find one with all three

Incentivized

When I have had questions or needed technical support, I have received a very prompt response to my emails. The answers are concise and if there are instructions they are easy to follow and implement. All interactions I have had with the Jolt team have been a very positive experience.

Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.

Incentivized

Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.

Incentivized

Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.

Incentivized

Jolt is user-friendly and was an easy implementation. Held a couple of training classes for our management on how to use the product.

The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.

Incentivized

Before this, we used Namely for our training and Paper for Cleaning Lists. Moving to digital was difficult at first but has been well worth the effort put in the beginning. With our other system, there was no one to reach out to for help. Any time I have a question, our Jolt Representative will hop on a call and assist us in fixing the issue, or just to talk through how we can improve what we already have!

Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.

Incentivized

• Increased accountability and cohesiveness of how all staff members are expected to clean our facility has allowed our facility to decrease the number of respiratory illness and communicable diseases that are passed around our dog pack. We feel this is a direct result of everyone being required to do jobs to the same cleaning standards and or ability to track when employees are not meeting that standard.
• Barcode scanning has increased our ability to trust employees are getting the jobs done independently thus reducing the need for continual management oversight. We've been able to reduce the number of hours our managers work, allowing them to trust the staff more and utilize Jolt reporting to identify poor performance and spend their time addressing concerns and re-training verses just babysitting the staff on shift.

Incentivized

• We have been able to decrease our workforce staff from 5 users to 3 users due to the automation.
• We have also been able to decrease our staffing by 3% as our agents' time is scheduled so they are available for the correct calls that come into our contact center.

Incentivized