Verint Workforce Management Reviews & Pricing

by Verint Systems Inc. | Founded 1994, Melville, NY

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What is Verint Workforce Management?

Industry Specialties: Serves all industries

Verint Workforce Management (WFM) is a cloud-based software that helps organizations optimize staff scheduling, forecasting, and analytics. It's best suited for mid-size to large enterprises with complex workforce needs, particularly in contact centers and customer service departments. Key benefits include improved scheduling accuracy, reduced labor costs, and enhanced employee engagement. Popular features include automated scheduling, real-time adherence monitoring, and omnichannel forecasting. User experiences highlight its scalability, flexibility, and data-driven insights. Compared to similar WFM products, Verint is praised for its comprehensive functionality, user-friendly interface, and robust reporting capabilities. However, it can be pricey, with subscription costs based on the number of users and modules needed.

Pros

Accurate scheduling
Reduced labor costs
Employee engagement
Scalable & flexible
Data-driven insights

Cons

Pricey (subscription)
Complex setup initially
Customization limited
Reporting can be clunky
Learning curve required

PRICE

COMPANY SIZE

DEPLOYMENT

PLATFORM

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User Sentiment

Based on 194 reviews:

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Verint Workforce Management Pricing

Based on our most recent analysis, Verint Workforce Management pricing starts at $1,500 (Monthly).

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Starting From: $1,500
Pricing Model: Monthly
Free Trial: No

Training Resources

Verint Workforce Management is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Verint Workforce Management:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Verint Workforce Management Benefits and Insights

Why use Verint Workforce Management?

Key differentiators & advantages of Verint Workforce Management

Boost Operational Efficiency:
- Right People, Right Place, Right Time: Accurately forecast demand and schedule the perfect employee mix across channels, maximizing productivity and minimizing idle time.
- Streamlined Workflows: Automate tasks like timekeeping, adherence monitoring, and reporting, freeing up managers and agents for higher-value work.
- Agile Scheduling: Empower agents with self-service tools for shift swaps, time-off requests, and schedule visibility, promoting engagement and flexibility.
Enhance Customer Experience:
- Reduced Wait Times: Optimized staffing ensures faster call resolution and shorter hold times, leading to happier customers.
- Personalized Interactions: Route calls to agents with the right skills and knowledge for each customer, delivering exceptional service.
- Improved Quality Monitoring: Track and analyze agent performance, identify areas for coaching, and continuously improve customer interactions.
Empower Your Workforce:
- Work-Life Balance: Flexible scheduling options and mobile access give agents more control over their schedules, fostering a positive work environment.
- Skill Development: Targeted training recommendations and career path insights help agents grow professionally and contribute more effectively.
- Data-Driven Insights: Provide agents with personalized dashboards and reports, giving them ownership and visibility into their performance.
Optimize Cost Management:
- Reduced Overtime: Precise scheduling minimizes unnecessary overtime costs, leading to significant savings.
- Resource Utilization: Maximize agent capacity and identify areas for streamlining, optimizing payroll and operational expenses.
- Data-Backed Decisions: Leverage actionable insights to identify cost-saving opportunities and make informed resource allocation decisions.
Future-Proof Your Business:
- Scalability and Adaptability: Easily scale the platform to accommodate growth and integrate with new technologies.
- AI-Powered Optimization: Utilize advanced AI forecasting and analytics to stay ahead of changing trends and customer demands.
- Continuous Innovation: Verint's commitment to ongoing development ensures your WFM solution stays at the forefront of the industry.

Industry Expertise

Verint Workforce Management's expertise goes beyond general WFM software. It understands the nuances of specific industries, like contact centers, banking, healthcare, and government. This means pre-built templates, compliance features, and tailored analytics geared towards optimizing resource allocation and engagement within each sector. Think AI-powered forecasting for fluctuating call volumes in finance, skills-based scheduling for multi-lingual healthcare teams, or agent adherence monitoring for public safety operations. Verint speaks your industry's language, translating workforce insights into actionable success.

Verint Workforce Management Reviews

Average customer reviews & user sentiment summary for Verint Workforce Management:

194 reviews

82%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Verint Workforce Management reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Improved Scheduling Accuracy: Verint WFM's AI-powered forecasting reduces scheduling errors, leading to fewer overstaffed or understaffed periods. This improves agent morale, customer satisfaction, and operational efficiency.
Enhanced Compliance: Automated adherence to labor laws and regulations minimizes the risk of fines and penalties, protects employees, and fosters a fair work environment.
Boosted Agent Performance: Real-time performance dashboards and coaching tools empower agents to track progress, identify areas for improvement, and celebrate successes. This leads to increased engagement, motivation, and productivity.
Streamlined Workflows: Seamless integrations with HR, payroll, and CRM systems eliminate data silos and manual processes, saving time and resources.
Reduced Costs: Optimized staffing levels and improved resource allocation minimize overtime and labor costs, leading to significant cost savings.

Cons

Steep Learning Curve: Complex interface and limited user-friendly documentation make initial setup and ongoing use challenging, requiring significant training and support.
Inflexible Scheduling: Limited options for customizing schedules and handling exceptions can lead to inflexibility and employee dissatisfaction.
Overly Complex Forecasting: Forecasting algorithms can be overly complex and difficult to fine-tune, leading to inaccurate staffing predictions and operational inefficiencies.
Performance Monitoring Issues: Real-time adherence monitoring can be buggy and unreliable, causing frustration for both agents and managers.
Costly Implementation: High upfront costs for software licensing and implementation can be a barrier for smaller businesses or those with limited budgets.

Researcher's Summary:

Verint Workforce Management (WFM) emerges from user reviews as a robust solution with both ardent fans and cautious critics. Proponents praise its scheduling flexibility and data-driven insights, lauding its ability to optimize staffing with features like automatic forecasting and real-time adjustments. One user extols, "Verint WFM takes the guesswork out of scheduling, leading to happier agents and fewer scheduling headaches." This, they claim, gives Verint an edge over competitors like Kronos, often perceived as "rigid and clunky." However, some reviewers caution about Verint's complexity. While acknowledging its powerful features, they warn of a steeper learning curve compared to simpler options like UKG Workforce Dimensions. One user laments, "The sheer number of options can be overwhelming at first, and training can be a beast." This complexity can also lead to implementation challenges, with some reviewers noting integration difficulties with existing systems. Ultimately, Verint WFM seems best suited for organizations seeking sophisticated workforce optimization and willing to invest in training and implementation. As one reviewer aptly summarizes, "It's a powerful tool, but not a plug-and-play solution." For those seeking a more user-friendly option, simpler competitors might be a better fit.

Key Features

Scheduling: Automate flexible scheduling in a centralized manner for multiple locations, channels and telework. Requires fewer clicks for scheduling and allows employees to schedule on the fly. Enables activity-based scheduling for specific production requirements.
Forecasting: Track and analyze business data to generate forecast reports. Allow managers to create schedules based on predicted business needs.
Time and Attendance Management: Provides automated approvals for schedule changes. Supports flex time off requests, task and channel switching and shift swaps.
Performance Management: Empower employees with automated coaching sessions. Offers multiple features for managing employee performance:
- Alerts regarding underperforming employees.
- Automated shift and vacation bidding adjustments based on performance.
- Productivity insights according to channel types.
Employee Management: Track and manage employee information, including work locations, skills, qualifications and preferred shifts.
Reporting: Forecast and visualize expected demand to align with workforce schedules and employee productivity, improving customer experience.

Approach to Common Workforce Management Challenges

Inaccurate Forecasting: Verint's AI-powered forecasting algorithms analyze historical data and real-time trends to predict demand with exceptional accuracy, ensuring the right number of agents are scheduled across channels.
Inefficient Scheduling: Verint's optimization tools consider agent skills, preferences, and workloads to create balanced schedules, minimizing idle time and maximizing agent utilization.
Poor Employee Engagement: Verint empowers agents with self-service tools for shift swaps, time-off requests, and schedule visibility, fostering a sense of control and ownership over their work hours.
Frustrated Customers: Verint's intelligent routing directs calls to agents with the right expertise, reducing wait times and improving customer satisfaction.
High Overtime Costs: Verint's precise scheduling minimizes the need for overtime, leading to significant cost savings and improved employee well-being.
Lack of Data-Driven Insights: Verint provides personalized dashboards and reports for managers and agents, enabling data-driven decision-making and continuous performance improvement.
Limited Scalability: Verint's cloud-based platform easily scales to accommodate growth, integrating seamlessly with existing systems and new technologies.
Compliance Concerns: Verint offers industry-specific features and compliance tools, ensuring adherence to regulations and best practices within your sector.

Cost Of Ownership

Frequently asked questions regarding Verint Workforce Management pricing include:

Q: Is Verint Workforce Management a one-time cost or a subscription?
A: Verint WFM is offered as a subscription-based service, with various pricing tiers based on your organization's size, features needed, and number of agents. This pay-as-you-go model minimizes upfront costs and allows you to scale the solution as your business grows.
Q: Can I estimate the potential cost savings Verint WFM can deliver?
A: Verint offers a **ROI calculator** on their website where you can input your specific data, including agent headcount, overtime costs, and desired service levels. The tool estimates potential savings in areas like reduced overtime, improved scheduling efficiency, and higher customer satisfaction.
Q: What are the additional costs beyond the subscription fee?
A: Be aware of potential additional costs like implementation fees, training, and customization services. However, Verint offers flexible deployment options, including cloud-based and on-premise, allowing you to choose the most cost-effective solution for your needs. Consulting with a Verint representative can help you understand the full cost picture and identify potential cost optimization strategies.

Limitations

Notable limitations of Verint Workforce Management include:

Steep Learning Curve: The comprehensive feature set can be overwhelming for new users, requiring significant training and onboarding to utilize the platform effectively.
Integration Challenges: While integrations are possible, connecting Verint WFM with complex legacy systems might involve additional development and customization costs.
Costly Customization: Highly customized implementations with extensive workflow changes or reporting needs can significantly increase the total cost of ownership.
Limited Mobile Functionality: Though offering some mobile features, the agent experience on mobile devices might be less robust compared to the desktop application.

Suite Support

Access Ask the Expert service on AdviceLine for operational and business practice questions. Offers one-hour sessions with an experienced consultant.

Email: Not specified.

Phone: Not specified.

Training: Implementation and enablement services for seamless learning and better utilization.

Tickets: Not specified.

FAQ

Frequently asked questions regarding Verint Workforce Management include:

Q: How can Verint WFM optimize scheduling for fluctuating demand?
A: Verint WFM's forecasting tools analyze historical data and real-time trends to predict workload fluctuations. This data informs dynamic scheduling, ensuring the right staff are available during peak periods while minimizing idle time during slow periods, improving efficiency and employee morale.
Q: How can Verint WFM improve adherence to labor laws and regulations?
A: Verint WFM's compliance features automatically track and enforce break times, overtime limits, and other labor regulations. This reduces the risk of non-compliance fines and penalties, protects employees, and fosters a fair and legal work environment.
Q: How can Verint WFM improve agent performance and engagement?
A: Verint WFM's gamification tools, real-time performance dashboards, and personalized coaching enable agents to track their progress, identify areas for improvement, and celebrate successes. This fosters a culture of continuous learning and improvement, boosting engagement and productivity.
Q: How can Verint WFM integrate with existing HR and business systems?
A: Verint WFM offers seamless integrations with various HR, payroll, and CRM systems. This eliminates data silos, streamlines workflows, and provides a holistic view of workforce data, enabling informed decision-making across departments.
Q: How can Verint WFM help manage costs and optimize resource allocation?
A: Verint WFM's forecasting and scheduling capabilities help optimize staffing levels, reducing unnecessary overtime and labor costs. Additionally, skills-based scheduling ensures the right talent is assigned to the right tasks, maximizing resource utilization and employee potential.