Verint Workforce Management Review
September 30, 2024
Verint Workforce Management Review
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Workforce Management
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.
Pros
- I think it does a great job of integrating our HR management system for time off and it goes right onto the schedule, can do the same day or in the future. And then it does a great job of taking our historical data for our call queues and not only our call queues, but our other media channels and it brings it all together to actually show different shifts that are needed. Before we were just guesstimating on what shifts were needed and now we can actually see that, oh, okay, this makes sense because it pushes more towards the morning or towards the night, depending on what our staffing is. So we can actually kind of tell what shift we need to open up in order to make our call center work better.
Cons
- It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.
- I would say that it helped improve our productivity.
We can tell a difference on the manager side. Before it was a very big process. You would get a request in, you would have to look at multiple different things. And now it's all in the one workforce management system. So we have some that are automatically approved, automatically denied, and I think it also takes some of the pressure off of the manager, especially on those ones that are denied. You can just very easily see it's denied and it's denied because of this criteria. There's no vague, oh, why was I denied? And then coming up with it, it's like statistical. You can see it right there. How has the long-term
We just started using it, so we haven't gotten that far yet.
I would honestly just say how fast it generates a schedule using historical data, especially for our phone side. That has been, I cannot imagine going back. We can't go back. We're not going back.
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?
No
Would you buy Verint Workforce Management again?
Yes
Comments
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