Verint Workforce Engagement (discontinued)

Score6.9 out of 10

31 Reviews and Ratings

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Reviews

11 Reviews

Verint Workforce Optimization for a global company

Rating: 8 out of 10

Incentivized

July 18, 2019

Use Cases and Deployment Scope

Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate forecasts and schedules across multiple teams with varying requirements. The solution is global and provides forecasting and tracking functionality for the company worldwide. All employees from agents to managers have access to the application which assists with the day to day management of resources as well as improves forecasting team schedules. The solution is fed from diverse CRM systems and provides the following functionality:

Demand forecasts, scheduling.
Rotational shift planning.
Time off management.
Audit Trail.
Pop-up alerts and email notifications.
Real-time adherence.

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.

Likelihood to Recommend

Easy to scale up, especially for a company with staff in different locations.
Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
Highly customizable system for administrators and resource planners.
Time off management including automated holidays, shift swap.
Requires specialist support to get the system working.

Gilbert Chinapen

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

Vetted Review

3 years of experience

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

Rating: 9 out of 10

May 29, 2019

Use Cases and Deployment Scope

Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service.

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

Likelihood to Recommend

Most suited scenario: Large contact center with multiple locations and complex call routing and transfer logic. Couple this with stringent requirements for 100% call recording. This can additionally include screen recording while the agent handles a call, pausing and resuming call recording to avoid recording of data such as Credit Card details. Less suited scenario: Smaller contact center on a budget with not so stringent call recording requirements

Siddharth Taneja

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

Vetted Review

Reseller

9 years of experience

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Verint WFO - 5*

Rating: 10 out of 10

Incentivized

April 8, 2019

Use Cases and Deployment Scope

Verint WFM is used within GB and primarily in our biggest call center, we use it for all departments so we can track adherence and predominantly for the back office functionality. We widely use MY TIME in order to track all off-phone work that is being completed in order to quantify peoples' time worked and their primary Admin to be completed each day.

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.

Likelihood to Recommend

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.

Rebecca Hunt

Professional in Manufacturing at Coca-Cola European Partners (1001-5000 employees)

Vetted Review

5 years of experience

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Verint WFM Review

Rating: 7 out of 10

February 22, 2014

Use Cases and Deployment Scope

I used the Verint Workforce management product at a previous company where I was a Telecom Engineer

We used the product for scorecards/statics and scheduling across multiple departments, it provide a uniform scheduling and scorecards for different call centers that have different phones systems

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

Likelihood to Recommend

Can we do this Cheaper? Do we need extra features that are not available out of the box? Are there competing products with a very similar feature set? Can we build WFM in house since this is just a DB and a webfront getting FTP data from PBX.

Andrew Makula

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

Vetted Review

3 years of experience

Sr. Project Manager - Implementation/ Delivery

Rating: 6 out of 10

February 21, 2014

Use Cases and Deployment Scope

The applications are being used in support of call center management and quality monitoring by multiple business units. The applications help provide resource management and scheduling services along with monitoring and auditing of agent activities.

Pros

Verint's product meets the business need to perform resource management
Call monitoring (audio and video capture)
Trainers truly understand the products and are very helpful when engaged during the implementations

Cons

Products need to be able to support current operating system and Java revisions on a more timely basis
Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
Project managers need to understand the products better so they can be engaged better with the implementations

Likelihood to Recommend

This solution works well for organizations which have multiple sites and resources spread across multiple locations. Also for monitoring and auditing agent activities.

Verified User

Project Manager in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

My Review of Verint

Rating: 8 out of 10

February 21, 2014

Use Cases and Deployment Scope

We use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire organization, supporting approximately 1700 call center agents. Business problems addressed include scheduling of the call center reps, quality feedback and scorecards so agents know how well they are doing or where they need improvement. It also provides total recording for regulatory and contractual compliance obligations.

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..

Likelihood to Recommend

Understand the architecture that the release of Verint you are purchasing will require then determine if the IT infrastructure teams are able to support what Verint requires. Our database teams need to maintain an archaic SQL solution solely for Verint so understanding what is required before making this large capital investment is pertinent.

Beth Seymour

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

Vetted Review

10 years of experience

Victory with Verint!

Rating: 10 out of 10

February 14, 2014

Use Cases and Deployment Scope

Across the board in our customer service department.

Pros

Scheduling-easy to use reports and system.
Forecasting- dead on predictions and use/integration of data.
Quality monitoring-fast to use functions and software.

Cons

None at this time.

Likelihood to Recommend

Should make sure that it fits all of your needs and future needs. Verint does a great job with support and answering all questions.

Robert Peter Boris

Call Center Manager in Customer Service at Other World Computing (51-200 employees)

Vetted Review

5 years of experience

Don't be afraid of the upfront costs - go with a top provider!!

Rating: 10 out of 10

February 14, 2014

Use Cases and Deployment Scope

Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.

Pros

I feel that Verint does an excellent job at the call recording aspect. Meaning it is easy to locate calls by DNIS or other tags.
Launching the product was easy to implement and migrate into our day-to-day business
Building a Library within the tool was simple.
Exporting calls made it easy to host calibration calls

Cons

At the time I was using Verint the analytic s were not awesome. I read results that they have improved upon that over the last year or so.
At the beginning of my retail experience we were trying to interface Verint and a quality platform (Qfiniti) but there were tons of technical issues. If you plan to interface just make sure the two platforms have a history of "working together"

Likelihood to Recommend

Making sure the demo is done with your own organization's data would be one of the key things I would advise others of. This is critical because you want to see how the platform will perform and look with relevant data. Of course, well suited for call centers, quality control environments. Ensure that you will be able to drive actionable tasks as a result of using this platform. Merge systems together, i.e., (WFM, Voice of customer, Quality).

Joyce Schofield

National Quality Manager in Quality Assurance at Guardian Alarm (10,001+ employees)

Vetted Review

5 years of experience

Verint call recording review...

Rating: 8 out of 10

February 11, 2014

Use Cases and Deployment Scope

I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.

Pros

Managers can listen to incoming/outgoing calls for review
Call can be used for training purpose
Customers satisfaction that the calls are being monitored

Cons

It has been slow when identifying a call in database
Saves calls only from past couple of months

Likelihood to Recommend

How long is the call recorded for?
How many years will they be able to save the calls for?
What is the quality of recording?
Will the call recording be saved under the company's or Verint server database systems?
What are the features that makes Verint unique from other different companies accross the world?

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

Improve Quality with Verint

Rating: 8 out of 10

February 11, 2014

Use Cases and Deployment Scope

Verint is used by one of the business units in the organization with a capacity of 120 users. We needed Verint for quality monitoring to improve customer experience.

Pros

The end user interface and administration is easy to use
Ease to integrate with Avaya PBX based on my expertise
The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
The solution is robust to work with

Cons

The DB architecture is little complex and has a dependency on how it integrates internally. This is not a big deal, but is not cost effective.
Single DB to manage complete Impact 360 solution is needed to reduce cost

Likelihood to Recommend

Why do I need QM ?
What is the objective if Verint is implemented?
What features to look at?
Cost comparison with other competitive products?
Is there a need/scope to improve customer experience?

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

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Verint WFO - 5*

Rating: 10 out of 10

Incentivized

April 8, 2019

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Rebecca Hunt

Professional in Manufacturing at Coca-Cola European Partners (1001-5000 employees)

Vetted Review

5 years of experience

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