Verint Workforce Management vs. Verint Workforce Management Professional

For workforce management, more so in the customer care department, Verint Workforce Management is the best as it makes matching resources with needs easy. It enhances scheduling, and thanks to the smooth match, handling customer issues becomes easy, and this enhances customer experience.

Incentivized

For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.

Incentivized

• Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
• Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
• Verint also processes PTO requests very smoothly and in a way that makes sense.

Incentivized

• User friendly for schedule updates
• Easy standard reporting
• Good integration with Salesforce

Incentivized

• 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.

Incentivized

• Should better show chart for better analysis.
• Filter is resetting every time I open the tool.
• Some reports can be included or combined in one place.

Incentivized

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.

Incentivized

Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.

I have worked within the system for several years and have not found a separate WFM system that is comparable or has as many features as Verint. There are comparable systems for scheduling , forecasting and PTO allotment. however I have not been able to find one with all three

Incentivized

Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time

Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.

Incentivized

It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker

Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.

Incentivized

Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.

Incentivized

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.

Incentivized

Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.

Incentivized

Verint Monet is user-friendly and so easy to understand even for first-time users. It can be fully maximized not just by admin, but also by agents. Reporting and analytics have been made simple and easy to create an analysis with. It's not complicated to use Verint Monet at all! So far, it exceeds our expectations.

• We have been able to decrease our workforce staff from 5 users to 3 users due to the automation.
• We have also been able to decrease our staffing by 3% as our agents' time is scheduled so they are available for the correct calls that come into our contact center.

Incentivized

• Positive in a way [because] we can manage our daily staffing.
• [It helps] planning [the] schedule ahead of time.
• [It would be] best if we [could] customize the interface based on [the] company's aesthetic.