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Verint Workforce Engagement (discontinued)

Score6.9 out of 10

31 Reviews and Ratings

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What is Verint Workforce Engagement (discontinued)?

Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.

Categories & Use Cases

Reviews

What users are saying about Verint Workforce Engagement (discontinued).
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Verint WFO - 5*

Incentivized
Rebecca HuntView profile
Professional in Manufacturing at Coca-Cola European Partners (1001-5000 employees employees)

Pros

  • The forecasting & scheduling piece within Verint is second to none - It is easy to use, manipulate and the "what if" functionality is great when we are looking at trying new ways of working in terms of out incoming calls/emails & chat
  • Verint adherence is one of its biggest strengths, being able to add specific activities for different areas is a by far one of its biggest strengths. This allows for greater reporting and bespoke areas being built for each department.
  • Ability to add custom Time Off options is great, this means as a business we can builD accurate and robust Absence ratio reporting, we can also incorporate helping you back to work hours that you can build onto shifts so we can track time given back to individuals for graduated returns and also back to the business.
  • The support offered from Verint is another one of their strengths, they have a very quick turn around from when a case is raised to getting on the phone to arranging webex's to try and resolve the situation as swiftly as possible...

Cons

  • I'm actually really hard pushed to find anything that I struggle with when using Verint. It is an extremely good system, if I had to be picky I would say the only thing that slightly annoys me is the new tab format in version 15.1.

Return on Investment

  • Verint has a good ROI for our business - The My Time functionality that we use 100% of the time for our back office operations is extremely accurate in giving us what we need in terms of time spent completing a specific operation.
  • The only negative for us at the moment would be our calls have dropped recently so we are not optimizing the use of the forecasting tool but in saying that we have branched out into the OMNI channels so we have the added bonus of being able to now forecast for all media types.

Other Software Used

Salesforce.com, Genesys PureCloud

Verint Workforce Optimization for a global company

Incentivized
Gilbert Chinapen
System Administrator in Information Technology at Sportsbet (501-1000 employees employees)

Pros

  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.

Cons

  • Ease of implementation and integration to get the feeds from other systems.
  • High availability and disaster recovery.

Return on Investment

  • Using one global WFM system instead of different products makes it easy for management.
  • Reduced the cost of implementation as we use the same product worldwide in different locations.

Alternatives Considered

Teleopti WFM

Other Software Used

Genesys PureCloud, Zendesk

Verint Workforce Optimization - does as the name suggests...

Siddharth TanejaView profile
Lead Consultant in Information Technology at BT (10,001+ employees employees)

Pros

  • Robust and standardized deployment making it less time consuming
  • Backed up by world class support
  • Seamless integration with other industry leader products such as Genesys, CISCO etc.

Cons

  • Could use out of the box notifications/ alarms for loss of call and/ or screen recordings
  • The logic used in the mapping of agents vs place sometimes results in the mismatch of calls when used in a hot-desk environment
  • Reports are only available with timezones where a reporting server is located and not contact center locations

Return on Investment

  • Verint WFO has assisted the business during internal/ external audits and to investigate customer complaints
  • Continuous feedback through the quality management framework allows business to improve the service consistently
  • More accurate scheduling allows contact centers to handle anticipated customer calls properly meeting business objectives

Alternatives Considered

NICE Quality Central, Genesys PureEngage and Aspect Workforce Management

Other Software Used

Genesys PureEngage

My Review of Verint

Beth Seymour
Manager, Voice Network Services in Information Technology at AmeriHealth Caritas (1001-5000 employees employees)

Pros

  • They have a solid tech team who can address our ongoing issues.
  • Solid roadmap of future releases and architecture

Cons

  • They need to be more cohesive with their partnership with Avaya.
  • Too many issues on the system. Requires way too much care and feeding.
  • Sometimes it seems that their compatibility with the latest supported releases of SQL is behind the times. The infrastructure that Verint requires is old, for example, Windows 2008 servers required when the organization is on Windows 2012.
  • We were sold a product that was still several releases away..

Return on Investment

  • Verint is meeting the needs of the business. Call center scheduling and shift bidding have greatly enhanced our agent productivity and call handling.
  • The demand for WFM and QM has exploded within this organization and the Verint product has become a mission critical solution to the organization. Other departments are realizing the value and see the impact that this tool has had and want to take advantage of it.

Verint WFM Review

Andrew Makula
Telecom Engineer in Information Technology at Career Education Corporation (10,001+ employees employees)

Pros

  • Sheduling
  • Scorecards
  • Accurate statistics
  • Stable

Cons

  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1

Return on Investment

  • It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
  • Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball

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