Verint Workforce Management for Back Office

Score7.3 out of 10

1 Reviews and Ratings

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What is Verint Workforce Management for Back Office?

Categories & Use Cases

Employee Scheduling

Media

Screenshot of Verint Back Office Operations Manager Team Dashboard

Screenshot of Verint Back Office Operations Manager Dashboard Allocation Progress Chart

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Screenshot of Verint Back Office Operations Manager Team Dashboard

Verified User

Director (1001-5000 employees employees)

Use Cases and Deployment Scope

We are a back office use case, Our challenge is to identify Utilization as it refers to back office and prod/unprod time

Pros

DPA - da best
triggers
Schedule optimization

Cons

Your graphs. Sweet lord they are hideous
Report formats are a struggle bus I hate riding
Back office quality tracking

Return on Investment

9 million in the first 2 years
3 million subsequent years
Future benefit is ball-parked at $5.4M

Usability

Alternatives Considered

Alvaria CXP Pro

Other Software Used

Qlik Analytics Platform, Locus Technologies

Verified User

Analyst (1001-5000 employees employees)

Use Cases and Deployment Scope

I utilize Verint WFM Back Office to manage personnel time, monitor employees, review and quality review work for employees to give coaching and feedback. The problems we address are around productivity and efficiency issues that we identify. My scope is leadership, non leadership, and employee workforce. We are growing in the number of customers we service with the product.