Long Time Verint WFM user
January 10, 2022

Long Time Verint WFM user

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use Verint WFM to schedule and forecast volume for voice and chat channels. The primary business user is our Dental Technical Support team as well as other users such as Vet support and our financial shared services. The total seats we schedule and forecast for are around 275 FTEs.

Pros

  • All in one scheduling and forecasting tool
  • Realtime Adherence
  • A very flexible forecasting model
  • Availability in the cloud

Cons

  • The process of scheduling
  • With flexibility there leaves a lot of room for errors if all the details are not perfect
  • How it interacts with other parts of the suite
  • Improved service level
  • Increased customer satisfaction
  • Allowed us to become more value add as a service center due to more streamlined operations.

Do you think Verint Workforce Management delivers good value for the price?

Yes

Are you happy with Verint Workforce Management's feature set?

Yes

Did Verint Workforce Management live up to sales and marketing promises?

Yes

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

Yes

I believe for Medium to large contact center populations Verint is a world-class vendor of WFM tools. Verint has a large suite of tools that really gives you insights into your contact center to understand why customers reach out as well as what they need to feel like they are being serviced. I also believe to gain maximum value you have to be a scaling point to get the returns.

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