Overview
Product Information on Verint Workforce Optimization
What is Verint Workforce Optimization?
Verint Workforce Optimization Pricing
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Overall experience with Verint Workforce Optimization
“Robust tool to monitor agent schedules effectively and all employee activities”
“Solid product that could see some improvements in the future”
About Company
Company Description
Verint delivers customer experience automation. Companies use the Verint Open Platform and Verint's team of AI-powered bots to deliver tangible AI business outcomes across the enterprise. Verint helps brands elevate CX while simultaneously lowering costs and realizing significant ROI and business outcomes now.
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Reviewer Insights for: Verint Workforce Optimization
Performance of Verint Workforce Optimization Across Market Features
Verint Workforce Optimization Likes & Dislikes
By far the most robust Workforce management tool I have used with forecasts that are spot on for future hiring and training.
Enabling end users to make requests was easy and setting limits on time off/schedule adjustments works well. The AI scheduling integration based on work load was a fun feature though we had to disable it with some of the odd times it would setup.
1-Provides automation to varying needs 2-Helps improve customer experience 3-simplifies forecasting 4-Offers call recording and automated quality management
I think it should be quicker to display errors when there are schedule conflicts.
Setting up the groups/departments is time consuming. The portal is very dated and not very clean looking.
1- The trascriptions for call recordings can be made more accurate 2-it may require additional time for research and learning 3-no live chat or phone support
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Verint Workforce Optimization Reviews and Ratings
- Senior Marketing Executive1B-10B USDManufacturingReview Source
Robust tool to monitor agent schedules effectively and all employee activities
Its features really help us to monitor the agents schedules as it effectively displays daily records. - ADVANCED TECHNICAL SUPPORT SPECIALIST1B-10B USDSoftwareReview Source
Solid product that could see some improvements in the future
The tool works well once setup to how you want it to be. Getting there can be tough. The interface is also very dated though it works well. - QUALITY ASSURANCE OFFICER<50M USDBankingReview Source
Verint - Delivering smarter engagement
It provides real time guidance and multiple options to maintain quality and offer a better custoemr experience. It carries multiple ranges of capabilities - Talent Acquisition Partner50M-1B USDServices (non-Government)Review Source
Quite an intense software for tracking work
We used this for tracking work in the call center. It's a super complex software that takes time to learn. You'll need trainers to use it effectively. Unfortunately the system will also go down constantly, so be prepared. - Business10B+ USDInsurance (except health)Review Source
Reliability and Support
Great value gained from a tool every contact center regardless of size should be using. The forecasting functionality helps us plan staffing and be prepared to serve customers when they need it. Even the littlest of things save a lot of time. recently we implemented an email notificationvto the rep and leader whenever there’s a schedule change. No more manually sending emails by our WFM team. Saves a tremendous amount of time!