From Spreadsheets to Cloud Based
Updated February 14, 2024

From Spreadsheets to Cloud Based

Samantha Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We had been using excel spreadsheets and manually created schedules for years and it had become incredibly time-consuming, not centralized, and not as accurate as we would have liked. By using Verint Workforce Management, we've been able to forecast, make real-time changes, and be efficient while raising awareness on the importance of following schedules and the planning activities.

Pros

  • Forecast Accuracy
  • Real Time Changes
  • Reporting

Cons

  • Access to changes that have been made, like the history of a schedule change and if something is overridden.
  • The ability to copy and paste.
  • Ability to notate on days that an event might have happened, like a closure or weather event.
  • Improved Schedule Adherence
  • Improved Agent Productivity and Awareness
  • Increased Forecast Accuracy which improved staffing accuracy
We were looking for a tool that robust enough to handle our needs but also relatable enough for our sized contact center. Verint WFM Professional had just what we needed without overwelming our teams and systems. the Five9 solution, while just as capable in usability just did not have what we were looking to achieve as first time cloud based, WFM tool users.

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

Since training and implementing the Verint Monet tool, our forecasting accuracy has increased immensely. I have an accuracy goal of at least 90% or higher each month and have maintained or exceeded that goal continuously. It has also enabled us the ability to go back and look at historical data and call volumes and be able to predict when we need to start increasing our headcount for our seasonally charged business.
No, we have not since it is not offered with the Verint Monet tool.
The Verint Monet tool has well suited our needs as we are a smaller-sized contact center and were new to the cloud-based WFM tool world. The Verint Monet team has continued to work with us to integrate changes we have made to our contact center like adding in and customizing our live chat processes along with our new queued call back feature.

Using Verint Workforce Management

40 - Agents, supervisors, team leads, managers, WFM team
2 - Our WFM team consists of a manager and an analyst. We utiize all functionality from forecasting, to RTA adjustments, schedule and time off updates to analysis of reporting and data. Our team is learning to master the art of both written and oral communication, the ability to make unbiased decisions that have a positive impact on not only the contact center but the business as a whole. We have increased our engagement and are learning every day the art of WFM and skills need to be accurate and successful.
  • Forecasting
  • RTA Adjustments
  • Schedule Management
  • Increased Training
  • Accuracy of Business Needs like Headcount
  • More calls with less people
  • Multiple site locations, even in different time zones
  • API with time keeping systems
It still functions the way we need it to. But, I am also a person who is keen to the relationships that have been built and it is one of the best I have with any outside vendor. There is work on improvements and updates constantly and when or if I have an issue or problem that needs to be addressed, I know the team is there to help me.

Evaluating Verint Workforce Management and Competitors

  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
We were looking for a tool that would take us from spread sheets to cloud based but that also was easy for not only our WFM team and leaders to learn but also for our contact center agents who use it daily. It also helped that one of our other vendors made the recommendation for this and assured the relationship would be a good match.
I would not change anything.

Verint Workforce Management Implementation

The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Change management was a big part of the implementation and was well-handled - We were looking to go for a cloud based tool as we were aligning with business needs and requirments of going to a new CRM that was cloud based and alreayd being implemented within other areas of our business. It only made sense for us to also implement a WFM tool that would easily be used and as a tool other members of our contact center could learn.
  • Post implementation we added in our live chat group and that has seen some issues with connections often breaking and data not being gathered.

Verint Workforce Management Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
No we did not. I do not know why but I am also not sure if it was an option at the time of our implementation.
Yes - Most of my issues are resolved in a timely fashion. Some may take more research than others and some we have had to wait for an update to take place.
There was a time where we were looking to differentiate between chat bot and live agent chats. The Verint support team worked diligently to test and impliment the correct data trackers to help me ensure I was getting the correct information I needed to forecast and schedule accurately.
The team always work diligently to provide answers to my questions and fixes to my issues. The support team has remained consistent and is familiar with our business needs and that is something that is very beneficial as we grow and change.

Using Verint Workforce Management

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Forecasting with historical data
  • Manual schedule updates
  • Reporting
  • Reporting does not always provide the data how I need it or together with other data needed
  • Scorecard creation and management is difficult and cumbersome
For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Hi Samantha – thank you so much for taking the time to provide extensive updates about your experience with Verint WFM. We’re thrilled to see that our solution has helped you better forecast and schedule agents and that you realized increased productivity and forecast accuracy. Not having to follow manual procedures can give tremendous boost to your processes. I have shared your comments with our teams. If you have any updates to this review in the future, feel free to edit and add new information. Keep up the great work! Cheers

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