We use Verint Workforce Management mainly for forecasting and scheduling for front and back office. It help us get an idea of how we should staff our lines in all sides of the business.
Pros
Scheduling
Adherence
Forecasting
Cons
Improved interval reporting appearance. Queue Analytics is a nice UI, but an interval report would be nice
Likelihood to Recommend
Verint Workforce Management forecasts particularly well. Instead of an out of the box Erlang solution, I do like how Verint is a customized version
VU
Verified User
Technician in Engineering (Health, Wellness and Fitness company, 10,001+ employees)
We user Verint Workforce Management to optimize our call center workforce to create schedules, account for vacation days and absences. We are also very happy with the mobile app too.
Pros
Schedules
PTO
Mobile
Cons
Issue Resolution
Defect Management
Speed to Market
Likelihood to Recommend
same as before, good functionality, but slow issue resolution
We go in and we set up different alerts for our users through DPA or through voice recording. Let's say a customer calls in and says they have a certain healthcare issue, an alert pops up and tells them where to send that customer via which website. That will better help that customer get to what they're looking for.
Pros
I think the voice recording is pretty well because we can look back through a conversation with a customer and see how it was transcribed and get the information we need. It also does a good job of, let's say we're talking to a customer and they start giving personal information that shouldn't be recorded. It does a good job of not taking that information in. So I think that's very cool.
Cons
Personally, I think it might be able to do a better job at alerting, but that could be my knowledge and not really the product. We're actually going to be working some knowledge transfer with one of your companies to better train us on the product and to make sure we're using it to its full capabilities.
Likelihood to Recommend
I feel it's well suited for what we currently use it for. Like I said, we use it for our call center reps and just to track the conversations they're having with some of our customers and to make sure that they're providing them the right direction that they need. So I think it does that well. I'm not sure about the second part.
VU
Verified User
Engineer in Engineering (Health, Wellness and Fitness company, 5001-10,000 employees)
