Verint Workforce Management

Score8.3 out of 10

265 Reviews and Ratings

What is Verint Workforce Management?

Verint Workforce Management is a solution that forecasts customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help organizations to meet CX and efficiency goals.

Verint WFM is part of Verint Open Platform, which helps organizations' customer service operations to lower costs and elevate EX and CX with AI-powered bots that automate CX workflows. The Verint Platform offers a range of CX Automation solutions, including Agent Copilot Bots, Knowledge Management, and Intelligent Virtual Assistants. The Platform and solutions are scalable from SMB customers to global enterprises, and can be deployed on-premises, single or multi-tenant cloud, or a hybrid mix.

Verint states that Verint WFM customers have achieved business outcomes such as an increase in employee productivity, reduction in employee attrition, increases in NPS / CSAT scores, as well as an increase in manager capacity owing to the products AI capabilities.

Categories & Use Cases

Media

Screenshot of a comparison of forecasted volumes for all channels by week, day of week and time of day.

Screenshot of the interface to build and analyze capacity models for multi-channel, multi-site and multi-skilled environments.

Screenshot of employee schedules showing breaks, lunches, task/work types assigned, and adherence to schedule.

Screenshot of intraday volumes against forecasted and actual by queue.

Screenshot of the app that provides employee access to schedules, request management, and performance data via the MyVerint mobile app.

Screenshot of an example of shrinkage analysis in real-time, AI-driven dashboards with natural language insights and anomaly detection.

1 / 6

Screenshot of a comparison of forecasted volumes for all channels by week, day of week and time of day.

#1 most frequent

Finance and Insurance

25.5%

119 installations of 466

“I predominantly use Verint to roster staff in our branches at the right times to handle unified work.”
— Workforce management analyst, ASB (1001-5000 employees)

#2 most frequent

Professional, Scientific, and Technical Services

11.8%

55 installations of 466

#3 most frequent

Information

10.5%

49 installations of 466

Daniel Chapman

Workforce management analyst in Finance and Accounting at ASB (1001-5000 employees employees)

Use Cases and Deployment Scope

I predominantly use Verint to roster staff in our branches at the right times to handle unified work. I.e., when is the best time for staff take phone calls, respond to ASYNC messages, and attend training sessions? I also use it as a tool to pull reports on adherence and to help managers complete staff reviews.

Pros

Generating shift events within a roster.
Showing a quick view of staff adherence to schedule.
An accurate track of our headcount.

Cons

When entering leave requests, each entry for a single person must be completed independently unless the days are consecutive. E.g., John wants a Tuesday and Thursday off in 1 week, but needs to work on Wednesday. 1 entry must be made for Tuesday, then another for Thursday, as multiple entries cannot be made at the same time.

Return on Investment

Increase the time I have to devote to non-rostering tasks, as Verint has streamlined the rostering process.

Usability

Other Software Used

Genesys Cloud CX

Antony Sheehan View profile

Business Analyst in Customer Service at Department of Transport and Major Infrastructure (1001-5000 employees employees)

Use Cases and Deployment Scope

currently we use the Verint Workforce Management platform for our contact centre, we also use it for our 24 hour 7 days a week main roads contact centre. with our contact centre we build all forecasts and schedules within the platform where as due to restrictions and parameters we dont let the platform to build schedules for our 24 hour contact centre, schedules are manually built however we can build our forecasts with the data brought in from our Genesys system

Pros

annual leave
forecasting
break allocation

Cons

shift allocation equity
reporting
audit vier could be more user friendly

Return on Investment

forecasting accuracy
improved service goals
improvement in staff adherence

Usability

Alternatives Considered

Alvaria and Avaya Aura

Other Software Used

Genesys Cloud AI, Tableau Desktop, Snowflake

Verified User

Professional in Professional Services (1001-5000 employees employees)

Use Cases and Deployment Scope

We are currently utilising Verint Workforce Management Enterprise for our call centre and our physical store locations, this is so we can share staff between channels with ease, as well as seeking a scalable tool to introduce more web/email channels in the future. We are a business of approx. 1000+ frontline staff and we handle several million interactions per year. We were seeking an application that gives more power to our employees to choose the schedules that they want, and to help our frontline leaders manage the quality of their staff with a better user experience.

Pros

Quality Management
Speech Analytics
Coaching
Time Flex

Cons

We require more granular reporting functionality
(eg. historical employment type tracking)
Scorecards only update overnight, no real time functionality to make KPIs/objectives or load source measure data
More filtering opportunities on the Calendar page (eg. If you were looking for a particular shift and want to search through all employees)

Return on Investment

KMS has been a huge boost to our attrition figures and our call centre AHT

Usability

Alternatives Considered

Calabrio WFM

Other Software Used

Salesforce Agentforce Commerce, Microsoft Power BI, Amazon Connect

Verified User

Analyst (1001-5000 employees employees)

Use Cases and Deployment Scope

Verint is used to schedule staff to Voice and non-voice FAST queues.
Previously we used to schedule for voice and non-voice separately. Using Verint we have adopted Integrated Operations Planning.

Pros

Forecasting of work based on historical volumes
Ability to vary staffing profiles
Scheduling constraints visibility

Cons

What-if scenario modelling
Availability of more variable user inputs in Strategic Planner
More reporting tools

Return on Investment

Increased forecasting accuracy
Integrated Planning

Usability

Verified User

Employee (10,001+ employees employees)

Use Cases and Deployment Scope

We use Verint WFM to solve the scheduling and forecasting problem. We also use queue analytics to predict future performance and make adjustments as needed to ensure we meet our service goals. I use Verint Workforce Management every day in my work as a Workforce Planning analyst.

Pros

Forecasting
Layout
Profiles

Cons

Forecasting
Modelling
Usability

Return on Investment

Improved productivity.
Improved service goals.
Reduced over head expenses.

Usability

Aspect Workforce

Genesys Cloud CX

NICE Adaptive WFO, on CXOne

Calabrio WFM

NICE Back Office Workforce Management, on CXOne

Verint Workforce Management

What is Verint Workforce Management?

Categories & Use Cases

Media

Most Frequent Users

Finance and Insurance

Professional, Scientific, and Technical Services

Information