Great tool for an average user, good data mining. Hard to get setup, training/onboarding is insufficient since trainers don’t understand call centers and just use scripts
Updated November 18, 2024

Great tool for an average user, good data mining. Hard to get setup, training/onboarding is insufficient since trainers don’t understand call centers and just use scripts

Eric Whisler | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

Tool to appropriately schedule and forecast staffing.

Pros

  • Forecasting
  • Schedule build
  • Reporting

Cons

  • Associate engagement
  • Auto approval rules
  • Training on product
Have not been able to implement since training was so bad.
Not had long enough and data was not brought over by old system even though I could download, Verint would not assist in transferring to their database.
Auto scheduling and forecasting
It’s got all the functionality of prior systems I have used but nothing that stands out to make it above the standard (at least based on the onboarding I received).
I would say short of NICE platform

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?

No

Did implementation of Verint Workforce Management go as expected?

No

Would you buy Verint Workforce Management again?

Yes

Great tool for an average user, good data mining. Hard to get setup, training/onboarding is insufficient since trainers don’t understand call centers and just use scripts

Verint Workforce Management Feature Ratings

Workforce Management Software Features
6.3
Time and Attendance Tracking
6
Scheduling and Shift Management
7
Payroll and Attendance Integration
Not Rated
Leave Management
6
Workforce Reporting and Analytics
7
Workforce Compliance Monitoring
7
Mobile Accessibility
1
Task Assignment and Tracking
7
Forecasting and Resource Planning
8
Staffing Forecasting and Resource Planning
8
Shift Swapping and Time-Off Requests
6

Using Verint Workforce Management

20 - Contact center- Servicing members, Loans and collections
4 - Analytical skills
  • efficiency
  • service level management
  • workload balancing
  • employee engagement
  • nothing new
  • employee self service
  • analytics
Not seeing the same lift I had with my old WFM and really disappointed it has no mobile functionality for associates.. seems like a basic necessity for any WFM product, plus poor setup and support.

Evaluating Verint Workforce Management and Competitors

Yes - Genesys purecloud WFM. We thought Verint's product would be as good as Genesys, but without the mobile functionality it is a step down. Products shown in demos were not Monet, and Monet should be sunset because it is such an inferior product to others at the same price point.
  • Ease of Use
Thought it would replace Genesys, does better with forecast, does terrible with employee self service
would ask specifically what I would not get and the different product levels Verint provides for WFM and employee scheduling and if there is a mobile ap. Will make sure I tell everyone to avoid Verint Monet in the future. Looking forward to this contract expiring.

Verint Workforce Management Implementation

training was horrible and no CSM involvement post implementation.
  • Implemented in-house
Change management was minimal - don't expect a lot of change management support from Verint. Here's a video, now train your people.
  • training
  • set-up

Verint Workforce Management Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Quick Initial Response
Need to explain problems multiple times
Support doesn't seem to care
Getting data to feed in from my phone system
Wish training was better and understood what was training and what we put in place would be what we used moving forward prior to the training. With CSM would meet monthly, not heard from them in months.

Using Verint Workforce Management

ProsCons
Relatively simple
Easy to use
Technical support not required
Quick to learn
Not well integrated
Lots to learn
  • running forecast
  • employee self service

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 7 months ago
    Hi Eric – thank you for taking the time to submit a review for Verint WFM. We are thrilled to hear that you enjoy the flagship features, such as forecasting and scheduling. However, I understand that you have a few concerns regarding training and approval rules. We would like to work together with you on improving your experience. Please feel free to reach out to our support team so we can address these issues directly and ensure a smoother implementation process for you. Also feel free to update this review at any time. Cheers!

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