Item: Verint Workforce Management
Rating: 9
Author: Sally Wynne

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint to schedule our full time/part time and variable agent globally. They vary from Sales and Service and over NA and EU to our specialized/back office teams.

We have integrations set up with Workday to integrate time off balances and time off into Workday from Verint to ensure agents can go through all the necessary validations when booking Vacation or calling out.

We utilize the Verint adherence to check on our agents channel adherence and ensure they are on the correct state.

We have recently just launched Schedule History and are looking forward to some of the other new upcoming features.

Pros and Cons

Pros

Schedule History
Adherence Mapping
Queue Statistics

Cons

User Access Rights could be more granular and easier to understand
Request Rules for Off-Queue calendar events including Pools for Calendar Events
Copy and Paste full days of a schedule to another day
Add the time off pools to the mobile app
Improve on FTE accuracy

Return on Investment

improved flexibility
improved agent experience
improved visibility

Automation and Capacity

We have not ever had to have managers to do approval for these so it has not freed up any time for them. We have no automation for booking off queue for managers while going through validations which we would like to have the option to give this to our managers

Most Important Capability

Adherence Feed

Usability

I find it very user friendly. The headings and drop downs are pretty self explainatory.

I would prefer if the user access rights were more understandabole on what is included when giving a permissions as they are often group and there isn't a 1 to 1 relationship betweeen access rights and the system

Key Insights

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

Other Software Used

Intradiem, Workday Payroll and Workforce Management, Cornerstone

Likelihood to Recommend

Verints interface is very user friendly. We have had a huge adoption to the Mobile applications, however it would be great for agents to be able to see the pool allowances within the mobile app which is currently unavailable.

The rules based on organization is something that we really like to be able to have different rules for different teams in the business. However it would be great to be able to have other rules based on custom filters for particular locations either countries or states.

Verint Workforce Management Feature Ratings

Comments

Please log in to join the conversation

Adrienn Tordai
(Vendor Representative) commented 7 months ago
Hi Sally – thank you so much for taking the time to rate Verint Workforce Management so highly and leaving a review of its main features. We were thrilled to read that you were satisfied with the schedule history, adherence mapping, and queue statistics, and that you realized several ROIs in the process, too. Also, thank you for sharing your notes about user management, rule management, and other schedule management areas. We understand that these issues have already been addressed (or currently being addressed) with your Verint team. We are committed to ensuring you have a great experience going forward and will continue working alongside your team to achieve this. Once these matters are resolved to your satisfaction, please revisit this review and update your insights to reflect your latest experiences. Have an excellent day! Cheers

Verint WFM Review