Good base but increasing integration needed
September 30, 2024

Good base but increasing integration needed

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We are currently using verint WFM for staff scheduling, and shifts swaps within our contact center. The biggest challenge we face is integration. As part of a large healthcare entity we do not have a connection to UKG time keeping. This forces supervisors, and managers to build schedules in two locations

Pros

  • Easy shift swapping
  • Easy schedule adjustments

Cons

  • Integration to five9
  • Integration to UKG for schedule keeping
  • For us it has actually lengthened leadership responsibility time
We have not because each of those things it still required in UKG
Yes
Shift swapping
Once it can be integrated with UKG reducing duplication I will be more satisfied

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

Not sure

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

No

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

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

If there is an integration with the existing time keeping system then it is very beneficial. Without this integration it clunky and requires double entry of all schedules.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
5.2
Time and Attendance Tracking
4
Scheduling and Shift Management
7
Payroll and Attendance Integration
1
Leave Management
1
Workforce Reporting and Analytics
7
Workforce Compliance Monitoring
7
Mobile Accessibility
Not Rated
Task Assignment and Tracking
3
Forecasting and Resource Planning
7
Staffing Forecasting and Resource Planning
7
Shift Swapping and Time-Off Requests
8

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 years ago
    Hi there – thank you for taking the time to submit a review for Verint WFM! It was great to hear that shift swapping and schedule adjustments work well for you. However, we understand that you have a few issues regarding integrations to Five9 and UKG. We genuinely appreciate your feedback and would love to discuss these obstacles in more detail to help you maximize your output from the solution. As we are unable to see your name or company from this review, could you please reach out to your customer service representative at your earliest convenience (if you haven’t already)? This will allow us to address your concerns more effectively and work towards improving your experience with Verint WFM. Thank you again for your valuable feedback. Have an excellent day!

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