Verint, To be? Or No?
September 30, 2024

Verint, To be? Or No?

Jeremy Davis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

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

Pros

  • It is very adept at managing schedules
  • It is great at realtime management and integration with Avaya
  • It is just now coming up with a great long term planning program called Di Vinci forecasting and planning

Cons

  • A simplified user interface for both WFM teams and end users
  • A GUI interface instead of complex menu options
  • SImplified schedule management service
  • Automation of simple repeatable tasks
  • Insight into employee patterns and behaviors
  • Improved Service Level proficiencies
  • Improved schedule efficiencies
We have always had this capability so we did not have any before picture of this being done manually
The long term planning portion and process in Verint has helped us with both next year planning as well as 3-5 year strategic planning helping us with HC needs and adjustments all along the way
The ability to automate so many scheduling features. Without those capabilities, we would not be able to properly account for and manage the hundreds of requests we see daily
It's pretty good, but it would be next level if the interface was more user friendly and less 1990's early 2000's
Every workforce management platform has it's pluses and opportunities. Verint seems to stand out most with it's scheduling capabilities.

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

Yes

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

No

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

No

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

Yes

Verint is great for large scale operations and companies. It would be overkill for smaller operations.

Verint Workforce Management Feature Ratings

Workforce Management Software Features
6.0
Time and Attendance Tracking
8
Scheduling and Shift Management
7
Payroll and Attendance Integration
Not Rated
Leave Management
3
Workforce Reporting and Analytics
4
Workforce Compliance Monitoring
Not Rated
Mobile Accessibility
Not Rated
Task Assignment and Tracking
Not Rated
Forecasting and Resource Planning
6
Staffing Forecasting and Resource Planning
7
Shift Swapping and Time-Off Requests
7

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 7 months ago
    Hi Jeremy – thank you for taking the time to submit a review for Verint Workforce Management. We were very happy to hear that schedule management, automations, and other workflow improvements have made a positive difference in your day-to-day and long-term planning. Also, thank you for sharing your notes about the UI in WFM. Your feedback is invaluable as we continue to enhance our solution to better meet your needs. If you encounter any immediate issues, please do not hesitate to reach out to customer support. Also, feel free to update your review at any time. Have a great day! Cheers

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