Verint Workforce Management

Score8.2 out of 10

177 Reviews and Ratings

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What is Verint Workforce Management?

Categories & Use Cases

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Scheduling and Shift Management
Allows managers to create, assign, and modify employee schedules, taking into account factors like availability, skillsets, and workload.
Category average: 7.9
Workforce Compliance Monitoring
Monitors and ensures compliance with labor laws, union agreements, and company policies regarding work hours, breaks, and overtime.
Category average: 7.8
Shift Swapping and Time-Off Requests
Allows employees to request shift swaps with colleagues or submit time-off requests, with managers approving changes as necessary to accommodate schedule flexibility.
Category average: 7.7

Forecasting and Resource Planning
Utilizes historical data and trends to forecast workforce needs, allocate resources efficiently, and adjust staffing levels as needed
Category average: 7.4
Task Assignment and Tracking
Assigns tasks to employees, tracks task progress, and monitors task completion to streamline workflow and improve productivity.
Category average: 7
Mobile Accessibility
Provides employees and managers with mobile apps or web portals to access workforce management functions remotely and on-the-go.
Category average: 6.8

Most Frequent Users

Top 3 industries using Verint Workforce Management.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Finance and Insurance

31.0%

119 installations of 384

#2 most frequent

Information

11.7%

45 installations of 384

#3 most frequent

Professional, Scientific, and Technical Services

11.5%

44 installations of 384

Amath Ndoye

Customer Relations Manager in Customer Service at Max Consulting Group CROWE Sénégal (51-200 employees employees)

Use Cases and Deployment Scope

We use Verint for scheduling, and I must admit it has been amazing. It makes it easy to allocate resources to the right channel, and this ensures both customers and employees have a great experience. We have an easy time achieving our goals thanks to the flexible schedules. In addition, it comes with AI features that make it better by ensuring enhanced efficiency and productivity.

Pros

Scheduling is easy and it matches resources with the right channel.
Promotes productivity and saves cost.
Comes with helpful AI features.
Enhances customer experience.
Ensures employee engagement.
High employee retention.

Cons

Deployment is complex.
Reporting needs reworking.

Return on Investment

It helps boost customer experience, which is good for business.
Matching resources with needs ensures employees work efficiently.
It automates our scheduling needs and allows for tracking and also easy reporting making work easy.

Usability

Other Software Used

Alchemer, SAS Customer Intelligence 360

Kevin Couick

Scheduling Administrator in Corporate at Wayfair (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use Verint Workforce Management for scheduling, metrics tracking, and headcount planning. We work within a multi-channel environment with our agents handling up to a dozen different contact types. Verint is instrumental in keeping our coverage for various channels coordinated.

Pros

Forecasting and Scheduling in a single-skill environment
Managing and tracking employee activities and time off
Monitoring adherence

Cons

Concurrency can be entered only as an integer, which can make chat contacts difficult to plan
Verint has trouble with attributing time in multi-skill environments
Net staffing can be difficult to understand and act on

Return on Investment

Verint has helped to increase productivity and accountability, increasing adherence by roughly 10% across the board since implementation.

Usability

Alternatives Considered

Alvaria CXP Pro and Genesys Cloud AI

Matt Feeley

WFM Manager in Corporate at Squaretrade (501-1000 employees employees)

Use Cases and Deployment Scope

The Workforce Management solution from Verint has allowed better visibility into our staffing levels, and service level projections. By allowing us to better organize our workforce into line of business (LOB) specific trees we can best tune our projections and with the forecasting tool align our schedules to arrival patterns. We also find request management for time off gives our employees better empowerment of the time off process in which they are able to see available time off and get instant feedback for requests.

Pros

Service Level Projections
Volume forecasting
Request Management
Customization

Cons

Better Reporting
Audit Trails
Capacity Planning

Return on Investment

Improved employee satisfaction with time off
Better alignment on schedules to forecast patterns

Usability

Alternatives Considered

Calabrio Teleopti WFM

Trudy Leslie

Supervisor in Customer Service at DCF (201-500 employees employees)

Use Cases and Deployment Scope

Our organization uses Verint for tracking purposes, such as agents scheduling, call monitoring and leave. The problem the product addresses is allowing the agents to compare their AHT from previous days in order to set new goals to either continue meeting AHT or setting goals to meet it if the system displays that they have not been meeting their AHT goal.

Pros

AHT
Scheduling
Call Monitoring
Time off Requests

Cons

More features to make the time off request process less tedious

Return on Investment

Prior to Verint agents were not able to view their own AHT. They had to wait for the data to be sent to them. Since, Verint, this has been accessible to them on a day to day basis.

Usability

Alternatives Considered

Calabrio ONE

Other Software Used

Calabrio ONE, Calabrio WFM

Abdellah Kagera

HR Assistant in Human Resources at RED 360 - Agence de communication Digitale (51-200 employees employees)

Use Cases and Deployment Scope

The tool has been awesome when it comes to automating administrative tasks,. It handles scheduling really well and it also comes with AI features that makes it more effective. Thanks to performance monitoring, the tool effectively helps in boosting employee productivity. My experience with Verint Workforce Management has been awesome.

Pros

Makes forecasting easy.
Comes with great scheduling features.
It helps in optimizing productivity.
It betters employees engagement.
Comes equipped with great AI features.

Cons

Reporting features needs improvement.
Understanding it takes time.

Return on Investment

The self-service option saves time.
With this tool, we have greatly boosted productivity.
It helps greatly with forecasting which is important to our business.

Usability

Other Software Used

ClayHR, Criterion HCM, Lifesize Video Conferencing

Alvaria Workforce

Genesys Cloud CX

NICE Adaptive WFO, on CXOne

Calabrio WFM

NICE Back Office Workforce Management, on CXOne

Verint Workforce Management

What is Verint Workforce Management?

Categories & Use Cases

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