Verint Workforce Management Reviews & Product Details

I appreciate that Verint Workforce Management is a robust WFM solution with everything in one place. It doesn't require extra software to complete tasks for Scheduling and Real Time Analysis, which is really helpful for our team in making informed decisions on scheduling activities and approving Time Off. Also, the queue analytics and reporting provide good data points for making informed decisions. Review collected by and hosted on G2.com.

It could allow for better incorporation of external business partner staffing data or long-term staffing across an internal team and external business partner team. Make it easier to use phantom schedules or a better solution for staffing planning when working with external business partners where we don't manage scheduling, but know the staffing numbers. Review collected by and hosted on G2.com.

I appreciate how well Verint WFM integrates within the broader Verint ecosystem, as well as the breadth of capabilities it offers. Review collected by and hosted on G2.com.

One challenge we ran into was that WFM and Quality needed to share a single organizational hierarchy. Historically, these were separate solutions, each tailored to its own user base, so the structures didn’t naturally align. Since many capabilities are designed to be segmented by organization, bringing everything under one hierarchy wasn’t straightforward. While custom groups offered a partial workaround, it ended up requiring some tough business conversations—and concessions on both sides—to agree on an updated hierarchy design. Review collected by and hosted on G2.com.

I like using Verint Workforce Management for its forecasting feature, which has improved each month I've used it. Having more data integrated into Verint makes it even better. It also saves me time by eliminating the need to do forecasting manually in Google Sheets. The setup was pretty easy now that I'm familiar with the product. Review collected by and hosted on G2.com.

Permission for the user role, it gets so complex. We need to add the sub org in each permission if we have someone in the top org. If we don't, then they can search for users in the sub org. Review collected by and hosted on G2.com.

I love the ease of using the system; it's wonderful. Verint Workforce Management has really helped us hold our agents accountable for their adherence discrepancies by allowing us to run real-time adherence reports. It's also great for scheduling and lets us easily add in breaks and lunches. Review collected by and hosted on G2.com.

Everything is manual. It does not talk effectively through Five9. And we would like to be able to have certain dashboards created for scorecards and KPI purposes. It was very difficult to set up, and we had to go through multiple training sessions to grasp the program. Review collected by and hosted on G2.com.

I like the Verint Workforce Management mobile app because it puts PTO requests and management into the palms of agents' hands. It really saves time for management teams since they don't have to field these requests every day. Review collected by and hosted on G2.com.

The system is very slow. And external data lakes are almost useless. It seems to be riddled with random bugs that cause things to need to be rebooted. The data lakes seem to be designed by engineers who had no idea what the 'usable' data in the system actually was. They just dump a bunch of mostly irrelevant data out that doesn't ever match to what canned reports show. Meetings with engineers yield no Verint solutions and instead fall back on us to derive workarounds. The initial setup was difficult. We spent most of our training in a system before we knew who would be onboarded, so we didn't know what questions to ask because we really didn't know how the system was going to be used or by who. Review collected by and hosted on G2.com.

I like Verint Workforce Management for its customization to my specific needs, offering robust options. It's really helpful for setting up different parameters easily within the shifts for either a group or an individual agent. I've found it useful in ensuring that we have the right people in the right place at the right time. It uses historical volume, trends, and patterns to determine future staffing needs. The initial setup was easy enough, despite the large amount of information to absorb during implementation. Review collected by and hosted on G2.com.

User management search features are very limited. Either by 2500 within the screen, or if searching for an individual name I am limited by the first 100 users, instead of it showing me all users with the same last name, like Smith. It would be great if there was a report that allowed users to import their entire user population. I understand if on the user management screen itself there are limitations due to processing needs, but there needs to be a way to export ALL users, active and inactive, from the database without having to apply so many different filters to parse out the data. Same when searching for a very common name, it should cap out at the 2500 number of users shown, not 100, how do I ever find all the Jessica's, or those with the last name of Smith? Review collected by and hosted on G2.com.

I like the time off pools for automation because it makes it easy to provide answers for associates on time off approvals. I also appreciate the future state options offered by Verint Workforce Management. Review collected by and hosted on G2.com.

I feel like Verint Workforce Management is currently not the most updated version or needs to be cleaned up, which is causing more frustration than help. The visuals or dashboards aren't the easiest to work with, and it lacks interval data and insights for capacity planning. I think the schedule view, dashboards, forecasting tools, organization separation, and capacity planning could be improved. Additionally, flexible adjustments, platform terminology, and the connection with quality management and analytics are areas where it doesn't work as well for me. Review collected by and hosted on G2.com.

I like Verint Workforce Management for its transcription bot, AQM, and Speech Analytics features. These tools help me understand the voice of the customer, identify targeted areas of improvement, and provide actionable data that allows my team and leaders to anticipate business changes before they become impactful. Review collected by and hosted on G2.com.

Scheduling, scorecards, exact transcription, and support setup are not great. Better support is needed on setting up the scorecards, and documented processes would be helpful. It's unclear which tools need to be enabled for the solution to work as designed, like needing a healthcare library for meaningful transcription output. Also, the initial setup was not easy at all. Review collected by and hosted on G2.com.

I love the overall ease of use of Verint Workforce Management. It makes forecasting volume easy with connected phone data and scheduling is a breeze. The queue analytics allow easy at-a-glance KPI performance, and forecasting and scheduling work with very little friction. I also appreciate that we can see historical performance easily and understand how seasonal impacts affect volume, allowing us to staff people according to those statistics. Review collected by and hosted on G2.com.

Scheduling has a little friction, especially when adding events that have conflicts for multiple people. It causes the whole process to be redone, rather than just fixing the issue immediately. Review collected by and hosted on G2.com.

I like the easyness of Verint Workforce Management. It's easy to use and to teach new employees how to use it. I appreciate that it helps me help the managers and supervisors. It solves conflicts of leave and helps make sure the supervisors know where the employees are in what queues. The initial setup was easy. Review collected by and hosted on G2.com.

I just need to learn queue hopping. My team is more complex Review collected by and hosted on G2.com.