Verint Workforce Management

Score8.2 out of 10

177 Reviews and Ratings

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Reviews

197 Reviews

Improved Service Levels + Employee Satisfaction = Verint WFM

Rating: 9 out of 10

Incentivized

December 31, 2024

Use Cases and Deployment Scope

Before Verint Workforce Management (WFM), we did not have an efficient WFM system for our growing call center. It was challenging to manage the scheduling for the extended hours, time off and scheduling needs by hour. With Verint WFM, our organization was able to consolidate all aspects of efficient time management, metrics, service level management and historical data in one location.

Pros

Schedule optimization
Real time monitoring for schedule adherence
Improved labor costs
Helped predict call volumes based on historical data
Allowed for more flexible scheduling

Cons

UI is not intuitive and could be more user friendly
Setup is extensive and labor intensive
Reports take a while to get used to and can be difficult to extract

Likelihood to Recommend

The Verint Workforce Management (WFM) is a very good tool, however it does take time to get used to and to setup. Once the setup is completed and users have training, the application is robust. Use of Verint user forums and user collaborations is extremely helpful.

Heather Shafer, MBA

I/T Lead - SNAE LN and Applications in Corporate at Snap-on Tools (10,001+ employees)

Vetted Review

10 years of experience

Verified on LinkedIn

Verint WFM...Reap the benefits of customization

Rating: 10 out of 10

Incentivized

November 27, 2024

Use Cases and Deployment Scope

Verint WFM has helped our company better service our customers. It greatly assists in ensuring the correct agents are on the phones, logged in, at exactly the right time. Our average speed of answering calls has decreased drastically, enabling our leaders to coach and develop agents when it works for our business.

Pros

I love the color ribbons that can be set up universally for all our business lines.
The mobile application is easy to use and our agents love it.
I love the security within the application- customizing who gets what access is great!

Cons

I would like to see different options for calculating adherence. This is very different than other applications.
I would like to see more integration within Quality and WFM.

Likelihood to Recommend

Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!

Verified User

Manager in Professional Services (51-200 employees)

Vetted Review

7 years of experience

Verint Workforce Management Review

Rating: 7 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Previously were using a Word document to schedule 50 plus people in our contact center. It was a very tedious process. We had multiple different documents that we had to look up just to make one schedule took hours. And the scope that we wanted just for the workforce management was to help us manage it in order to actually do schedules more accurately and to spend less time working on them as well.

Pros

I think it does a great job of integrating our HR management system for time off and it goes right onto the schedule, can do the same day or in the future. And then it does a great job of taking our historical data for our call queues and not only our call queues, but our other media channels and it brings it all together to actually show different shifts that are needed. Before we were just guesstimating on what shifts were needed and now we can actually see that, oh, okay, this makes sense because it pushes more towards the morning or towards the night, depending on what our staffing is. So we can actually kind of tell what shift we need to open up in order to make our call center work better.

Cons

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.

Likelihood to Recommend

I would say it is very well suited for call centers that have, it's much easier to do the phone side of it. You have a lot of different media and you have a lot of different handle times for a bunch of different things. It's harder to do, but when you have that standard of your call system's integrated into variant and you're just using that data that's coming in, that's the easiest part of it is just to when you're using it for your phone side.

Verified User

Manager in Customer Service (501-1000 employees)

Vetted Review

Verint WFM product

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We currently use WFM platform for Verint for a call center of about 30 agents and about 40 back office agents. This way our agents all have one place to look for schedules, easier to communicate knowing who is in the office when. And a more streamed line approach to schedules changes/vacation requests. It allows us to track adherence and really hold people accountable for being where they should be and doing what they should be to give our customers the best experience.

Pros

Able to customize it to our business
Give alerts to agents, WFM team and supervisors as needed
Easy to read from an agents perspective

Cons

Working with an integration with our internal HR/time keeping system. Exploring that integration now.

Likelihood to Recommend

Great system , works well for our business. Our business doesn’t allow for the agent flexibility in scheduling as much, so some features we can’t take advantage of. Just always room to improve with more automation . Looking forward to see what automation bots could help reduce time for our WFM team in the future.

Verified User

Manager (5001-10,000 employees)

Vetted Review

7 years of experience

Verint product review

Rating: 10 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

My company uses Verint Workforce Management, Verint first addressed our concerns when COVID happened by successfully moving all of our call center agents to a remote environment.This was only made possible by the ability to monitor all agents remotely and create adherence goals.

Pros

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.

Cons

Strategic planner is a good product. However, my company uses over 50 lines of business and when running large scale forecasts that includes multiple lines of business, it can take sometimes all day for the report to complete.
Analytics portion of Verint is also a little sluggish due to the number of the lines of business we have.

Likelihood to Recommend

Verint WFM is well suited for my business to help and manage 200 + agents. schedule adjustments are very quick and simple to make on the fly.

Verified User

Manager in Customer Service (501-1000 employees)

Vetted Review

5 years of experience

I love Verint!

Rating: 10 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Verint has answered alot of my issues. We had a very outdated WFM platform, with no forecasting, queue analytics etc. The flexibility that the program provides is great. I love queue analytics and being able to schedule my team effectively, especially as we move into our slower season. I love being able to see how many calls are coming in per queue, even down to the minute.

Pros

Flexibility
ease of use
the knowledge base in Verint is very helpful

Cons

I find split shifts are hard to schedule
Max number of lunches or breaks at the same time
how many calls in what queue is at a 15 min increment i would like to change it to an hour.

Likelihood to Recommend

I really like the product - like i said i was using a very outdated WFO/WFM program. I could only generate schedules on Thursdays, so no flexibility. I love love the flexibility it gives me and my team. also forecasting, queue analytics i just love the product. so thanks!

Cory Martin

Contact center Manager in Customer Service at Pilot (10,001+ employees)

Vetted Review

1 year of experience

View profile

Verint, To be? Or No?

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

We use the Verint WFM solution to manage all short and long term planning and forecasting, all scheduling needs, and real time management to manage almost 1500 call center employees across 4 different sites in Utah and Arizona. We process over 125 requests daily that range from simple schedule adjustments to more complex forecast scenario building

Pros

It is very adept at managing schedules
It is great at realtime management and integration with Avaya
It is just now coming up with a great long term planning program called Di Vinci forecasting and planning

Cons

A simplified user interface for both WFM teams and end users
A GUI interface instead of complex menu options
SImplified schedule management service

Likelihood to Recommend

Verint is great for large scale operations and companies. It would be overkill for smaller operations.

Jeremy Davis

Director, Operations WFM at AAA NCNU (5001-10,000 employees)

Vetted Review

4 years of experience

View profile

Verint is awesome

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

I utilize the program to determine future forecasts, scheduling, and schedule optimization. The product provides a clear view of how the campaign is projected to perform and allows the opportunity to ensure KPI's are met. The platform is easy to use and allows for the end user to be in control. The quick view ability allows me to quickly determine which employees are not logged in or may be in a different status. This allows me to review staffing numbers and overall adherence.

Pros

Schedule Optimization
Predictive Forecasting
Approving time off requests
Quick View
Canned Reporting

Cons

Additional reporting
ability to create reports based on your own metrics
create sample forecasts without affecting current views
Profiles updating within the schedule platform automatically

Likelihood to Recommend

it is well suited for companies that have employees and need a way to ensure adequate overall coverage. I believe all companies can benefit from Verint in one way or another. No matter is the companies processes are manual or if there are call ivrs the platform can assist in all ways

Verified User

Administrator (1001-5000 employees)

Vetted Review

5 years of experience

A lot of features and possibilities!

Rating: 10 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Engage our workforce, size our teams based on volume of calls, abilities and score, monitor the agents indicators, presences, work and compose organizations and teams performance metrics.

Pros

Agents data
Operation sizing
Organization score
Teams score
Employee work schedule

Cons

AD HOC Data is hard to use
Sessions expiration time of users are quickly
Coaching process is complex to implement

Likelihood to Recommend

Workforce manage, agents score manage, metrics manage, operation sizing, in all this functions Verint is highly recommended.
Custom data manipulation (AD HOC) or data extraction and integration, are complex and present failures in sometimes, the same for massive audio extractions through the Risk Management module for a STFP server for example.

Juan Cavazzani

Digital Channel Specialist in Customer Service at Energisa (10,001+ employees)

Vetted Review

8 years of experience

Verint WFM

Rating: 9 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Verint WFM allows us to forecast, schedule and monitor adherence in real time with just a click of a button. Our contact center is a global organization with agents in 6 countries and Verint allows us to monitor their stats seamlessly.

Pros

Forecasting
Scheduling
Adherence Monitoring

Cons

Adjusting agents schedules
Forecasting is based on a weighted average, wish it had other methodologies built in

Likelihood to Recommend

Verint is great for monitoring agents real time adherence and for providing scheduled reporting to go out to the leadership team. I would love to see an easier to use interface to update an individuals agents schedule.

Verified User

Analyst in Customer Service (1001-5000 employees)

Vetted Review

3 years of experience

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Verint Workforce Management Review

Rating: 7 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Pros

I think it does a great job of integrating our HR management system for time off and it goes right onto the schedule, can do the same day or in the future. And then it does a great job of taking our historical data for our call queues and not only our call queues, but our other media channels and it brings it all together to actually show different shifts that are needed. Before we were just guesstimating on what shifts were needed and now we can actually see that, oh, okay, this makes sense because it pushes more towards the morning or towards the night, depending on what our staffing is. So we can actually kind of tell what shift we need to open up in order to make our call center work better.

Cons

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.

Likelihood to Recommend

Verified User

Manager in Customer Service (501-1000 employees)

Vetted Review