Verint Workforce Management Review
October 7, 2024
Duration: 6:36
Verint Workforce Management Reviews and Ratings
Rating: 8.2 out of 10
Score
8.2 out of 10
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Before Verint Workforce Management (WFM), we did not have an efficient WFM system for our growing call center. It was challenging to manage the scheduling for the extended hours, time off and scheduling needs by hour. With Verint WFM, our organization was able to consolidate all aspects of efficient time management, metrics, service level management and historical data in one location.
The Verint Workforce Management (WFM) is a very good tool, however it does take time to get used to and to setup. Once the setup is completed and users have training, the application is robust. Use of Verint user forums and user collaborations is extremely helpful.
Verint WFM has helped our company better service our customers. It greatly assists in ensuring the correct agents are on the phones, logged in, at exactly the right time. Our average speed of answering calls has decreased drastically, enabling our leaders to coach and develop agents when it works for our business.
Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!
Previously were using a Word document to schedule 50 plus people in our contact center. It was a very tedious process. We had multiple different documents that we had to look up just to make one schedule took hours. And the scope that we wanted just for the workforce management was to help us manage it in order to actually do schedules more accurately and to spend less time working on them as well.
I would say it is very well suited for call centers that have, it's much easier to do the phone side of it. You have a lot of different media and you have a lot of different handle times for a bunch of different things. It's harder to do, but when you have that standard of your call system's integrated into variant and you're just using that data that's coming in, that's the easiest part of it is just to when you're using it for your phone side.
We currently use WFM platform for Verint for a call center of about 30 agents and about 40 back office agents. This way our agents all have one place to look for schedules, easier to communicate knowing who is in the office when. And a more streamed line approach to schedules changes/vacation requests. It allows us to track adherence and really hold people accountable for being where they should be and doing what they should be to give our customers the best experience.
Great system , works well for our business. Our business doesn’t allow for the agent flexibility in scheduling as much, so some features we can’t take advantage of. Just always room to improve with more automation . Looking forward to see what automation bots could help reduce time for our WFM team in the future.
My company uses Verint Workforce Management, Verint first addressed our concerns when COVID happened by successfully moving all of our call center agents to a remote environment.This was only made possible by the ability to monitor all agents remotely and create adherence goals.
Verint WFM is well suited for my business to help and manage 200 + agents. schedule adjustments are very quick and simple to make on the fly.
Verint has answered alot of my issues. We had a very outdated WFM platform, with no forecasting, queue analytics etc. The flexibility that the program provides is great. I love queue analytics and being able to schedule my team effectively, especially as we move into our slower season. I love being able to see how many calls are coming in per queue, even down to the minute.
I really like the product - like i said i was using a very outdated WFO/WFM program. I could only generate schedules on Thursdays, so no flexibility. I love love the flexibility it gives me and my team. also forecasting, queue analytics i just love the product. so thanks!
We use the Verint WFM solution to manage all short and long term planning and forecasting, all scheduling needs, and real time management to manage almost 1500 call center employees across 4 different sites in Utah and Arizona. We process over 125 requests daily that range from simple schedule adjustments to more complex forecast scenario building
Verint is great for large scale operations and companies. It would be overkill for smaller operations.
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.
Verint is well suited in a voice best contact center with skill based routing. I've found it less helpful where you have a mix of employees that do multiple skills that may not related to a specific business unit The capacity planning tool I don't think has outgrown the usefulness of Erlang based excel models.
I utilize the program to determine future forecasts, scheduling, and schedule optimization. The product provides a clear view of how the campaign is projected to perform and allows the opportunity to ensure KPI's are met. The platform is easy to use and allows for the end user to be in control. The quick view ability allows me to quickly determine which employees are not logged in or may be in a different status. This allows me to review staffing numbers and overall adherence.
it is well suited for companies that have employees and need a way to ensure adequate overall coverage. I believe all companies can benefit from Verint in one way or another. No matter is the companies processes are manual or if there are call ivrs the platform can assist in all ways
Engage our workforce, size our teams based on volume of calls, abilities and score, monitor the agents indicators, presences, work and compose organizations and teams performance metrics.
Workforce manage, agents score manage, metrics manage, operation sizing, in all this functions Verint is highly recommended.
Custom data manipulation (AD HOC) or data extraction and integration, are complex and present failures in sometimes, the same for massive audio extractions through the Risk Management module for a STFP server for example.
