Item: Verint Workforce Management
Rating: 9
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Our organization uses Verint Workfroce Management's Quality Monitoring, DPA, Forecasting and Scheduling, and Scorecards. These products help our organization monitor customer interactions and accurately staff all channels of phone, chat, email and social media on an interval basis in order to achieve our average speed of answer goals. By being able to forecast intervals accurately, we can schedule efficiently for labor savings and the use of real-time adherence and DPA allows us to easily track our agent's time. By being able to monitor contacts, we are able to send out e-learnings and trainings to help our agents improve the quality of their interaction, which increases customer satisfaction and decreases average handle time where appropriate. Verint Workforce Management helps our organization be effective and efficient.

Pros and Cons

Pros

Forecasting
Scheduling
Real Time Adherence
DPA (Desktop Process Analytics)

Cons

Ad hoc reporting should be easier to use
Mobile App - need more features/functionalities
Configuration- settings, rules, etc - is complicated with many organizations

Return on Investment

Improved Service Level Goals
Improved Quality Scores
Reduced Labor Expense

Key Insights

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

Not sure

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?

Yes

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

Verint Workforce Management has a list of canned reports, but they cannot be edited. This is where Ad Hoc Reports are supposed to be utilized. Verint Workforce Management Ad Hoc report creation used to be easy for anyone to create a report run needed data, but Verint changed Ad Hoc reports in V15 to SQL. Now, I believe that this is very complicated for an average user to use, even with many hours of training. I feel that the new Ad Hoc reports has prevented our organization from pulling much needed data from our database. Verint Workforce Management does a great job with scheduling meetings and trainings for agents, but has no way to allow an agent to pick up a missed meeting or training to have it added to their schedule, thus causing manual intervention. Verint Workforce Management can run a report on who was scheduled for a training, but cannot provide a list of who was not scheduled for a training (we have to do screen shots from a page to compile a list). I could go on and on regarding individual wishes of ours. Verint Workforce Management does have an Idea Forum where ideas are posted, voted on by peers, and commented on by Verint development. We have seen some features get enabled.

Comments

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Verint Overall Hits the Mark