Verint Workforce Management Reviews & Product Details

The scheduling is super efficient. It builds our shifts based on demand, availability, and skills, and if something changes during the day, the system adjusts. It also tracks schedule adherence in real time, which keeps everyone accountable without needing constant manual check-ins. Review collected by and hosted on G2.com.

The interface can feel clunky or outdated, especially compared to newer, more modern apps. It sometimes takes too many clicks to get to what you need, like checking your schedule or submitting a shift change. And if you’re not trained properly, the system can feel a bit overwhelming at first. Review collected by and hosted on G2.com.

Verint Workforce Management is a robust, enterprise-grade solution designed to optimize workforce planning, scheduling, and performance management. It’s widely used in contact centers, back-office operations, and branch environments. The platform offers advanced forecasting tools, AI-driven scheduling, and real-time adherence capabilities, making it a powerful asset for organizations aiming to enhance operational efficiency and employee engagement Review collected by and hosted on G2.com.

While Verint Workforce Management offers robust features for scheduling and forecasting, many users find it difficult to use due to its steep learning curve and unintuitive interface. The system is often described as slow, with limited keyboard shortcuts and outdated reporting tools that can produce inconsistent data. Mobile functionality is lacking, and real-time adherence monitoring can be unreliable. Users also report issues with daylight saving time adjustments, limited customization at the interval level, and poor customer support—all of which can impact daily operations and overall efficiency. Review collected by and hosted on G2.com.

Ease of configuration of activities, campaigns, and creating schedules Review collected by and hosted on G2.com.

The forecasting of WFM should be more automated rather than a difficult task Review collected by and hosted on G2.com.

I like that schedules are able to be used Review collected by and hosted on G2.com.

Nebulous forecasting methods - a lot of capacity planning is redundant with our current operations as opposed to helpful in terms of business change management and explainable operational and tactical staffing. Review collected by and hosted on G2.com.

This has been really helpful to me to be able to be ahead of mu schedule and also to not be calling anyone for my schedule changes. Review collected by and hosted on G2.com.

I think it would be very helpful to have the app always log in. But I understand with security Review collected by and hosted on G2.com.

Verint WFM provides a robust WFM experience that enables my team to fully support my organization's operational needs in a cost-effective manner. Review collected by and hosted on G2.com.

Verint Reporting is not very intuitive, and extracting detailed information out of the canned reports is sometimes difficult or non-existent. While Verint allows custom reports to be created, it requires knowledge in SQL to build the report. Even with customer reporting, working with the data can be difficult compared to other competitors. Review collected by and hosted on G2.com.

It makes scheduling and staffing much easier. Automating time off and schedule changes has also allowed WFM time to focus on more meaningful tasks. It was easy to implement and the mobile application provides rep flexibility in requesting time off. Also the integration with Verint DPA makes it easy spot time out of adherence and what was happening during that time. Review collected by and hosted on G2.com.

We struggle with daylight savings time changes as it falls in the middle of campaign periods. Review collected by and hosted on G2.com.

verint wfm has allowed us to move off of spreadsheets and introduce more accurate forecasting into our contact center Review collected by and hosted on G2.com.

we are currently utilizing wfm pro which has some limitations but we are excited to be upgrading our platform soon to continue to expand wfm in our organization Review collected by and hosted on G2.com.

The software is very user friendly and very straightforward to use. Agent and Manger processes are easy to teach to and easy to understand.

Request Management is the easiest to update VS our previous software. Review collected by and hosted on G2.com.

I do wish we had more configuration updates that we could make. i.e. role updates to be more granular, more detailed request rules that will limit and approve based on a large number of factores. Review collected by and hosted on G2.com.

Lots of customizable dashboard options, and understanding regarding my employees, adherence, and how day-by-day changes impact our WFM needs holistically. Review collected by and hosted on G2.com.

I do wish there was a bit more customizable widgets approach avaiilable to building the dashboards, Review collected by and hosted on G2.com.