Verint Workforce Management Pros and Cons

Wfm is real easy to integrate into

Adapters and options for work from most other software applications that really help drive home ease of use and possibilities Review collected by and hosted on G2.com.

based in South Africa the software can get expensive quickly if converted from dollars but the ROI should be paying the tools Review collected by and hosted on G2.com.

Verint WFM is fairly user friendly, as a member of the WFM community for the last 20+ years I like the ease that end users have when using VTO to add to their schedule. Review collected by and hosted on G2.com.

I feel that Verint WFM is missing somekey features that could make it a better leader in the idustry. Too many of the settings are over all and not available to be set at an interval level in order to better forecast the required. It is also frustrating when trying to run reports for time off pools when you have them set up at a interval level and the reports only run at a daily level. It would be nice if some of those things could be fixed. Review collected by and hosted on G2.com.

Verint is always innovating, it is exciting to use and see the new initiatives they are presenting that will allow us to take advantage of new methodolgies and algorithms present today Review collected by and hosted on G2.com.

End user interface is in need of a more fluid GUI experience. A lot of Verint's new innovations are addressing this, I'm confident in the next 2-3 years the end user experience will be more up to par. Review collected by and hosted on G2.com.

The app is very helpful, especially the screen recording feature. Review collected by and hosted on G2.com.

There are some calls that has no audio, bit still manageable. Review collected by and hosted on G2.com.

Verint WFM is so easy to use, it makes real time scheduling a breeze. It gives great suggestions on placing as many Advocates in the proper time slot to ensure we have maximum coverage. Review collected by and hosted on G2.com.

The only problem I find (and it's really not a big problem) is if we choose to make the schedules static, you have to manually enter in all the times for each day that has been forecasted. Review collected by and hosted on G2.com.

It has drastically helped us reduce the amount of time creating and the accuracy of our schedules from our previous Word document schedule. Review collected by and hosted on G2.com.

It is very technically, with a lot of steps. If you are new to the workforce management world, it can seem overwhelming at times. Review collected by and hosted on G2.com.

The best thing about Verint Workforce Management are couple of things like effortless scheduling like its forecasting tool take the guesswork out of predicting the call volume so that it can ensure that every customer demand is fulfilled as it will check the efficiency of the available staff.

The next thing I like is flexibility for everyone as in rather it’s the supervisor or the agents. Like agents can do there request time on and off from there phone and whereases the supervisors can monitor the performance in the real time.

Also user-friendly interface. I found it relatively easy to learn and navigate, saving valuable training time. Review collected by and hosted on G2.com.

The only thing I kinda dislike is that though the VWM is user friendly but its a vast application as in it have a lot of feature and so to go through it will take a lot of time and will be requiring dedication to exploring all its functionalities. Review collected by and hosted on G2.com.

The Verint Workforce Management allows my contact center to effectively schedule and monitor agents and forecast and manage volume. The support we receive from Verint is unmatched. Verint is supportive of their customers and is forward thinking on the solutions we need to manage our business effectively. Review collected by and hosted on G2.com.

The reporting out of Verint is lackluster. The report center and adhoc reporting modules are dated and difficult to navigate. Review collected by and hosted on G2.com.

Verint WFM is a great tool that houses many different business needs in a convenient platform. From managing KPIs, Performance Magement, AQM, or Desktop Analytics, this tool helps us look at ways to better serve our employees and Customers. Review collected by and hosted on G2.com.

Many of the tools success is based on a more expensive transcription engine, Davinci. Review collected by and hosted on G2.com.

Verint Workforce Management has lot of features that I like about. The features that I like a lot are as follows:

1) It provides me automation as per my needs.

2) The feature to help for the Customer Experience is awesome.

3) I could forecast the growth over a period of time.

4) This product also gives me an option for call recording and automated quality management, which is very important for me. Review collected by and hosted on G2.com.

Verint Workforce Management requires the following updations:

1) The transcriptions for the call recordings are not at all accurate.

2) There is no live chat or support feature for me. Review collected by and hosted on G2.com.