#1 most frequent
United States of America
67.7%260 installations of 384
Categories & Use Cases
Media
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Screenshot of Tracking Queue
Top Performing Features
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
Areas for Improvement
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
Who Buys & Uses Verint Workforce Management
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
7.0%27 installations of 384
#3 most frequent
Canada
5.5%21 installations of 384
Verint Workforce Management Review.
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
Verint Workforce Management Review
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
Verint Workforce Management Review
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
Verint Rocks
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
My Experience With Verint Workforce Management
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
