--- title: Verint Workforce Management Reviews meta_title: 'Verint Workforce Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 216 reviews by the users' company size, role or industry to find out how Verint Workforce Management works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 216 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Verint Workforce Management Reviews **Vendor:** Verint **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.2/5.0 **Total Reviews:** 216 ## About Verint Workforce Management Verint Workforce Management is an AI-powered solution that forecasts your customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help you meet your CX and efficiency goals. We provide industry-leading forecasting accuracy (+/- 95%), the most flexibility in employee scheduling, and AI-derived data insights and dashboards for faster, better decision making. Verint WFM customers have achieved such AI-powered business outcomes as: 20% increase in employee productivity, 20%-30% reduction in employee attrition, 5%-10% increase in NPS / CSAT scores, 35% increase in manager capacity. Verint WFM is part of Verint Open Platform, which helps your customer service operations lower costs and elevate EX and CX with AI-powered bots that automate CX workflows. The Verint Platform has the broadest range of CX Automation solutions, including Agent Copilot Bots, Knowledge Management, Intelligent Virtual Assistants and more. The Platform and solutions are scalable from SMB customers to global enterprises, and can be deployed on-premises, single or multi-tenant cloud, or a hybrid mix. ## Verint Workforce Management Pros & Cons **What users like:** - Users find Verint Workforce Management to be **extremely user friendly** , making processes easy to learn and understand. (18 reviews) - Users highlight the **efficiency** of Verint Workforce Management, praising its real-time capabilities and time-saving features. (16 reviews) - Users appreciate the **ease of scheduling and real-time updates** offered by Verint Workforce Management for effective agent management. (15 reviews) - Users value the **robust features** of Verint Workforce Management, enhancing operational efficiency and supporting diverse business needs. (9 reviews) - Users appreciate the **real-time monitoring and reporting** features of Verint Workforce Management for effective agent management. (5 reviews) - Users appreciate the **comprehensive features** of Verint Workforce Management, enabling effective management of KPIs and performance. (5 reviews) - Helpful (5 reviews) - Users appreciate the **user-friendly interface** of Verint Workforce Management, making it easy to teach and use. (5 reviews) - Time-saving (5 reviews) - Customization (4 reviews) **What users dislike:** - Users find **limited customization** options frustrating, wishing for more granular control over dashboard and reporting features. (8 reviews) - Users often struggle with a **steep learning curve** and find the interface of Verint Workforce Management unintuitive. (6 reviews) - Users find the **user interface cumbersome** compared to competitors, with navigation issues affecting overall experience. (6 reviews) - Users feel Verint Workforce Management is **missing key features** that hinder detailed reporting and configuration ease. (5 reviews) - Users find **reporting poor** in Verint Workforce Management, highlighting delays and difficulties in navigating modules. (5 reviews) - Users find the **configuration complexity** of Verint Workforce Management challenging, hindering access to its full features. (4 reviews) - Users find the **display issues** in Verint Workforce Management hinder efficiency, making navigation cumbersome and reports difficult to manage. (4 reviews) - Feature Deficiency (4 reviews) - Users face **integration issues** with older software, complicating the overall user experience and functionality. (4 reviews) - Lack of Training (4 reviews) ## Verint Workforce Management Reviews ### 1. Robust WFM Solution with Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Joe B. | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** Verint Workforce Management processes time off requests, tracks adherence and attendance. It provides robust scheduling and real-time management without extra software. The queue analytics and reporting facilitate informed decision-making. ### 2. Staffing made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Edward R. | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Verint Workforce Management?** I appreciate how well Verint WFM integrates within the broader Verint ecosystem, as well as the breadth of capabilities it offers. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** Verint WFM addresses our staffing needs well. It lets agents request and schedule time off, pick up shifts, and track their time. I can also compare activity to DPA to understand what they were doing during different scheduled events and phone states. ### 3. Efficient Forecasting, Complex User Permissions **Rating:** 4.0/5.0 stars **Reviewed by:** Raymond T. | Private Banking Specialist Manager - AVP, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** I use Verint Workforce Management for forecasting, scheduling, and optimizing team meetings. It saves time from doing manual tasks in spreadsheets and allows agents to submit PTO on their own. ### 4. Powerful Features, but Requires Better Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Jenn H. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** I use Verint Workforce Management to hold agents accountable for adherence discrepancies, run real-time adherence reports, and manage scheduling, including breaks and lunches. ### 5. Intuitive Scheduling but Needs Workflow Enhancements **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Verint Workforce Management?** I use Verint Workforce Management for scheduling and forecasting. I like how scheduling is intuitive and easy, which is great for the agents we schedule for. The way the schedule is displayed is easy to understand compared to other software, and I appreciate that users can submit requests through Verint, which we can automate processing if needed. The initial setup of Verint Workforce Management was pretty easy. **What do you dislike about Verint Workforce Management?** Shrinkage adjustments could be automated. PTO allotments should be better. Staffing model validation is clunky at best. Automate shrinkage adjustment for time away automatically as agents are coded absent. Give us the option to set a percentage and Verint calculates the allotments. Shouldn't have to export actuals to reimport as forecast just make a module that lets us validate you already have all the info these extra steps are cumbersome. **What problems is Verint Workforce Management solving and how is that benefiting you?** I use Verint Workforce Management for scheduling and forecasting, allowing us to staff to the forecast down at the interval level. The scheduling is intuitive and easy for agents, presenting information clearly and automating request processing. ### 6. Slow and Buggy, but Useful Mobile Feature **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** I use Verint Workforce Management for intraday and long-term staffing and forecasting. The mobile app saves time by allowing agents to manage PTO requests easily, reducing the management team's daily workload. ### 7. Highly Customizable with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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? **What problems is Verint Workforce Management solving and how is that benefiting you?** Verint Workforce Management ensures we have the right people, in the right place, at the right time, using historical volume, trends, and patterns to predict future volume and staffing needs. ### 8. Frustrating Experience with Outdated UI **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** I use Verint Workforce Management for scheduling and forecasting. It helps automate time off approvals, but the outdated version causes frustration and lacks interval data and insights for capacity planning. ### 9. Optimizes BPO Forecasting with Room for Setup Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** Verint Workforce Management helps us forecast accurately to meet service level requirements and provides staffing models for customer negotiations. It also delivers actionable data through features like transcription bot, AQM, and Speech Analytics, allowing us to understand business changes before they become impactful. ### 10. Effortless Forecasting and Scheduling with Minor Friction **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Verint Workforce Management?** 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. **What do you dislike about Verint Workforce Management?** 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. **What problems is Verint Workforce Management solving and how is that benefiting you?** Verint Workforce Management makes forecasting volume easy with connected phone data, simplifies scheduling, and provides queue analytics for quick KPI performance checks. It allows us to easily see historical performance and plan staffing by considering seasonal impacts. ## Verint Workforce Management Discussions - [Any chance Verint can have this feature where it notifies you about your schedule and long calls?](https://www.g2.com/discussions/any-chance-verint-can-have-this-feature-where-it-notifies-you-about-your-schedule-and-long-calls) - 1 comment, 1 upvote - [What are the benefits and drawbacks of using Verint Workforce Management for employee scheduling?](https://www.g2.com/discussions/what-are-the-benefits-and-drawbacks-of-using-verint-workforce-management-for-employee-scheduling) - 1 comment - [What is Verint Workforce Management used for?](https://www.g2.com/discussions/what-is-verint-workforce-management-used-for) - 1 comment - [How do you request time off in Verint?](https://www.g2.com/discussions/how-do-you-request-time-off-in-verint) - 1 comment - [View Verint Workforce Management pricing details and edition comparison](https://www.g2.com/products/verint-workforce-management/reviews/verint-workforce-management-review-6737606?section=pricing&secure%5Bexpires_at%5D=2026-07-20+15%3A51%3A42+-0500&secure%5Bsession_id%5D=eeab2c5d-341e-4ef0-8096-d39a0ccd70d8&secure%5Btoken%5D=935c57dca507b64c5cc384897fef3a97024c857095687ff16f076f2b56e45e52&format=llm_user) ## Verint Workforce Management Integrations - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) ## Verint Workforce Management Features **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Platform** - Integration APIs - Internationalization - User, Role, and Access Management - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling ## Top Verint Workforce Management Alternatives - [Aspect Workforce](https://www.g2.com/products/aspect-workforce/reviews) - 4.2/5.0 (304 reviews) - [NICE Workforce Management](https://www.g2.com/products/nice-workforce-management/reviews) - 4.3/5.0 (88 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,467 reviews)