Item: Verint Workforce Management
Rating: 10
Author: Eric Bigelow

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

Full WFO suite including recording, scheduling, quality. The products are used across our sites and for many of our clients in the BPO industry. The centralized solution has streamlined our approach and minimized the effort it takes to manage from the interaction to review. And we use specific settings for each account to have a professional approach

Pros and Cons

Pros

Recording
Mobile app
auto-processing rules

Cons

intraday forecasting
direct communication in the mobile app
audit trail for admin usage

Return on Investment

improved staffing plans
increased coverage hours
reduced attrition

Alternatives Considered

NICE Adaptive WFO

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

Multi-Channel Forecasting

On prem, there is still some work that needs to be improved to experience the full capacity but 15.2 has make improved strides

Mobile Application

Yes, the functionality has improved the agents empowerment. It can still be improved to mirror the full capabilities that are in the desktop tho

Likelihood to Recommend

The Verint mobile app has started a new way to bring the work life balance for agents while also allowing for the wfm team to manage schedules in a radically changing environment. The real time updates and auto processing has been a way to accelerate our decision making. But the full build a schedule is not quite as user friendly today

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi there, Eric. Wow, thank you for leaving a stellar 5-star review for Verint Workforce Management. We are thrilled to hear that a centralized solution has helped you streamline workflows, improve efficiency, and reduce attrition. Also, we appreciate you sharing your experiences on issues around some of the functionalities like intraday forecasting, audit trail or communication in the mobile app. Would you be able to provide more details? You can do so here on TrustRadius, or, if you haven’t already, directly to your customer support representatives. Have a great day!

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