I love Verint!
September 30, 2024

I love Verint!

Cory Martin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

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 We had a very outdated WFM platform, with no forecasting, queue analytics etc.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.

Pros

  • Flexibility
  • ease of use
  • the knowledge base in Verint is very helpful

Cons

  • I find split shifts are hard to schedule
  • Max number of lunches or breaks at the same time
  • how many calls in what queue is at a 15 min increment i would like to change it to an hour.
  • With Verint i have been able to create a more consistent service level
  • This one is hard ive only had it for 3 months
  • but i do love the product and ill have more for next year
I have been trained on this but we have no implemented this yet - work in progress.
Still working on this - only had the product for 3 months but i really love it
Queue analytics - i love being able to check each queue, how each queue is doing, and how many calls we are getting per queue and per hour for each quue.
I come from a super outdated program so this had been a really nice transition

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?

Yes

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Five9
I really like the product - like i said i was using a very outdated WFO/WFM program.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!

Verint Workforce Management Feature Ratings

Workforce Management Software Features
7.7
Time and Attendance Tracking
8
Scheduling and Shift Management
8
Payroll and Attendance Integration
Not Rated
Leave Management
6
Workforce Reporting and Analytics
8
Workforce Compliance Monitoring
8
Mobile Accessibility
Not Rated
Task Assignment and Tracking
7
Forecasting and Resource Planning
9
Staffing Forecasting and Resource Planning
8
Shift Swapping and Time-Off Requests
7

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 7 months ago
    Hi Cory – first of all, welcome to Verint! We are very happy that you’ve successfully transitioned to a more robust WFM solution. Secondly, thank you so much for leaving a review for Verint Workforce Management and for rating it 10/10! We were extremely thrilled to hear how happy you are with the tool. Thank you for highlighting several features, including queue analytics, ease of use and flexibility. Also, thank you for sharing your notes on areas for improvement. We will share your list with the product team as it is valuable feedback. Once you gather more experience with Verint WFM in the next 3-6 months, we’d welcome your updated perspectives. Feel free to update your TrustRadius review any time. Keep up the great work! Cheers

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