Verint Workforce Management Information Reviews & Insights

Score8.2 out of 10

177 Reviews and Ratings

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Verint Workforce Management

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Reviews

14 Reviews

Information

Best WEM software on the market

Rating: 10 out of 10

Incentivized

September 16, 2025

Use Cases and Deployment Scope

We are a Verint partner who resells, hosts and supports Verint software. In addition to that, our own internal support organization runs off of Verint's platform. We are effectively scheduling or employees to be available when work arrives, record and analyze their interactions and use Verint for all of their performance management tracking.

Pros

Just works
Easy to view and change your schedule
Easy to see your performance metrics
Easy to access and replay interactions

Cons

Data synchronization. Moving from one area of the product to another to another to another vs. having one centralized location for the information. This causes delays with data availability and complicates support,

Likelihood to Recommend

Being able to schedule employees easily. Making the agents experience with the application dead simple which encourages their usage and adoption which makes it easier for agents to follow the planned schedule.

Verified User

Manager in Customer Service (Telecommunications company, 1001-5000 employees)

Vetted Review

Reseller

24 years of experience

Verint is Top of the Line

Rating: 10 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

I use it in our lab and to help support our customers. We have small to large customers that we support. We are happy with Verint WFM.

Pros

It does well with Forecasting.
It does well with Scheduling.
It does well with PTO.

Cons

We would like to have a better UI and graphics.

Likelihood to Recommend

We would like to be better able to modify KPI's.

Ken Gebhardt

Technical Lead in Customer Service at Five9 (Telecommunications, 1001-5000 employees)

Vetted Review

3 years of experience

Strategic Modeling with Verint Workforce Management

Rating: 10 out of 10

Incentivized

September 10, 2025

Use Cases and Deployment Scope

We deploy, configure and training customer on the use of Verint WFM.

Pros

Simplified request management
Real time intraday
Strategic Modeling

Cons

AI schedule optimization
more flexibility for request anything

Likelihood to Recommend

I generally recommend Verint WFM for most medium to large customer with Omni requirements

Verified User

Director in Professional Services (Telecommunications company, 1001-5000 employees)

Vetted Review

Reseller

18 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 (Telecommunications company, 1001-5000 employees)

Vetted Review

3 years of experience

Industry Leading

Rating: 9 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

Verint is the crown jewel of WFM, but they also have Real-time Adherence and a boat load of other tools to get your NPS super high,

Pros

Allows agents to control their schedule
gives supervisors the tools to be successful

Cons

Perhaps be more partner friendly?

Likelihood to Recommend

For users of Macs.

Verified User

Consultant in Quality Assurance (Telecommunications company, 501-1000 employees)

Vetted Review

30 years of experience

Old User of a Continually Updating Software

Rating: 9 out of 10

Incentivized

August 21, 2023

Use Cases and Deployment Scope

Moving Agents from Team to Team. Setting schedules with start and end of tours, breaks, lunches, training, committee work and such. I guess the biggest problem is trying to scale workforce and load balance for the different departments. With an influx of calls based on any situation and folks with vacation and calling off for illness, it can be tricky to meet the needs of the business.

Pros

Adherence
Avg Handle Time
End of call time off.

Cons

Easier to pull multiple areas of data.
AI

Likelihood to Recommend

Providing detail to upper management on our headcount and keep them posted in real time.

Charlie Leathers

Operations Manager in Customer Service at AT&T (Telecommunications, 10,001+ employees)

Vetted Review

5 years of experience

Wouldn't Work Without WFM (Verint)

Rating: 8 out of 10

Incentivized

June 15, 2023

Use Cases and Deployment Scope

Verint WFM helps us maintain accurate metrics that help drive accurate forecasting for staffing.

Pros

Tracks the metrics of agents in a meaningful manner
Provides a useful tool for forecasting and customizing our forecasts.
Helps us to create schedules that are beneficial to our agents

Cons

Set up of some features are not always the most intuitive.
Documentation sometimes is not as detailed as I would like.
Menus in reporting and in various modules are tiny and not always easily modified.
To read drop down lists, sometimes you must scroll back a forth to read which item you need.

Likelihood to Recommend

In our experience, Automating Request management has not been a great experience. In fairness, part of this is due to some internal issues to start with.

Rob Torbert

Operations Manager in Customer Service at Lifeway Christian Resources (Publishing, 201-500 employees)

Vetted Review

3 years of experience

Pretty good...Can be better

Rating: 8 out of 10

Incentivized

June 15, 2023

Use Cases and Deployment Scope

Our organization was looking for a better way to accurately forecast variances in call volume and adjust the workforce schedules accordingly. Additionally, we were looking for a better way for employees to be able to manage their timecards and submit time off requests.

Pros

call volume visualization
shift bids
schedule creation

Cons

Forecasting for tech support call volume
Forecasting for billing question call volume
Imports of external data that may affect call volume.

Likelihood to Recommend

Verint is very well suited for managing call center employee schedules. It is less applicable for retail or live customer interaction agent schedules. I believe it can get there but will require integration into queueing systems such as RQ.

Verified User

Director in Customer Service (Telecommunications company, 501-1000 employees)

Vetted Review

1 year of experience

Admin approves

Rating: 10 out of 10

Incentivized

June 14, 2023

Use Cases and Deployment Scope

Full WFO suite including recording, scheduling, quality. The products are used across our sites and for many of our clients in the BPO industry. The centralized solution has streamlined our approach and minimized the effort it takes to manage from the interaction to review. And we use specific settings for each account to have a professional approach

Pros

Recording
Mobile app
auto-processing rules

Cons

intraday forecasting
direct communication in the mobile app
audit trail for admin usage

Likelihood to Recommend

The Verint mobile app has started a new way to bring the work life balance for agents while also allowing for the wfm team to manage schedules in a radically changing environment. The real time updates and auto processing has been a way to accelerate our decision making. But the full build a schedule is not quite as user friendly today

Eric Bigelow

Systems Manager in Professional Services at Qualfon (Telecommunications, 5001-10,000 employees)

Vetted Review

6 years of experience

Full integratability

Rating: 8 out of 10

Incentivized

June 14, 2023

Use Cases and Deployment Scope

Upgrading Patches have a lot of issues when you use it at the first time.

Pros

Algorithms
Scheduling
Event programming
Accuracy

Cons

Full integration with other Verint modules
Modular configurations
It is easy to connect with every telephony provider

Likelihood to Recommend

We need to have a complete wfm solution as a central brain of WFM, right now we need to buy all WFM by separate (Branches, Digital Channels and Voice)

Juan Espinoza

COO (Chief Operating Officer) in Customer Service at Atento Mexico (Telecommunications, 10,001+ employees)

Vetted Review

10 years of experience

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