Verint

Verint

Workforce optimization for customer service businesses

4.4/5 (7 reviews)

Verint Overview

Verint Workforce Optimization is an integrated suite of tools to help call centers and customer service-driven organizations to analyze and evaluate operational performance, individual workflows, and customer service levels. The software offers a number of employee training and learning management tools to optimize performance based on these analyses and evaluations.

Verint Workforce Optimization forms part of Verint's family of workforce management products and is a combination of products and services from their other solutions. Features include call & screen recordings, desktop process analysis to capture how employees are using desktop applications, eLearning lesson management, coaching workflows, scorecards and performance management tools and multi-channel quality assessment.

Verint Workforce Optimization also includes identify authentication and fraud prevention tools such as passive voice biometrics and predictive analytics to identify fraudulent callers. In addition to optimizing performance, the solution also includes workforce management tools, such as employee scheduling and forecasting, to strategically plan and utilize resources.

Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, Europe, United States

Supported Languages

English

Verint Reviews

Overall rating
4.4/5
100% positive reviews
3
Excellent
4
Very good
0
Average
0
Poor
0
Terrible
Amber C.

Best schedule software I've used

Used Daily for 2+ years
Reviewed on 2018/08/17
Review Source: Capterra

Pros

I love the different features. I love the ribbons so we can pick up or lose the hours we want or don't want. I love the scorecard feature to see how my performance is. I really like the swap board. Everything is very simple to use.

Cons

One thing I don't like is that when we trade a shift or make another change, then the system won't let me add more hours once I've let some go. It may not be the software it may be how it is set up, I'm not sure. But, that is the only issue I have with it.

Rating breakdown

Ease of Use

Likelihood to recommend

10.0/10
Chandra B.

Verint

Used Daily for 2+ years
Reviewed on 2019/04/02
Review Source: Capterra

I like how easy it is to use. I like how I can quickly request time off through our workforce management program and get a response right away. Very user friendly!

Pros

Our business has used Verint for several years, keeping track of employee hours and when they are working and/or when they will be out of the office. Verint is very easy to use. The graphs are wonderful, they make is easy to see your schedule. The scoreboards are nice.

Cons

I personally have not had any issues using it or learning the software.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Jennifer T.

Very easy to pick up and drop hours. Simple to use.

Used Daily for 6-12 months
Reviewed on 2018/07/26
Review Source: Capterra

It is very easy to use, and the graphs are great to pick up or drop hours.

Pros

I like being able to see my schedule in a graph and use the ribbons to pick up or drop hours. It is very simple to use. The swap shift page is very easy to use and I like being able to see then shift trades by date and time. The scorecards are great once you understand them.

Cons

It does take some getting used to and it takes time to learn which settings are the best for what you are wanting to do. I have not had any real issues with using it and learning it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Kevin U.

Easy to Understand

Used Daily for 2+ years
Reviewed on 2018/09/05
Review Source: Capterra

Neutral. It can be improved if it has better reporting tool

Pros

The tool is very straighforward especialky with it’s functions

Cons

The tool is usually web based and has delays

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Joshua D.

Great user interface

Used Daily for 1+ year
Reviewed on 2018/11/25
Review Source: Capterra

Pros

User interface doesn't include too many colors, which makes it easier to ready, especially for people that are color blind. Very easy to adjust schedules.

Cons

The desktop application is a very slow program, which makes real time adherence monitoring is horrible.

Rating breakdown

Ease of Use

Likelihood to recommend

9.0/10

Verint Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

Call the Verint team in your country for pricing options

Verint Features

  • Performance Management

  • API
  • Activity Dashboard
  • Activity Tracking
  • Applicant Tracking
  • Automatic Notifications
  • Automatic Reminders
  • Customizable Branding
  • Customizable Reporting
  • Data Import/Export
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Employee Portal
  • Employee Self Service
  • Real Time Reporting
  • Recruiting Management
  • Reporting & Statistics
  • Self Service Portal
  • Third Party Integration

Additional information for Verint

Key features of Verint

  • Call recording
  • Coaching tools
  • Customer feedback surveys
  • Desktop & process analytics
  • Feedback management tools
  • Fraud prevention & identity authentication
  • Performance management tools
  • Quality management tools
  • Speech analytics
  • Text analytics
  • Workforce management/ strategic planning
  • Workforce optimization tools
  • eLearning lesson management

Benefits

  • Workforce management: Plan, forecast, and schedule employees in the contact center, back office, and branch operations.

  • Quality management: Evaluate large samples of all attributes of customer interactions across multiple channels from one screen.

  • Performance management: Track, manage and improve individual, team, department, and organizational performance using scorecards and custom KPIs.

  • eLearning lesson management: Automate and plan training to develop employee skills. Deliver training at any time by making lessons available on agent desktops.

  • Coaching tools: Out-of-the-box workflows for assigning, delivering & tracking coaching based on performance analysis & evaluations.

  • Verint FAQs

    Below are some frequently asked questions for Verint.

    Q. What type of pricing plans does Verint offer?

    Verint offers the following pricing plans:

    Free Trial: Not Available

    Call the Verint team in your country for pricing options

    Q. What are the main features of Verint?

    Verint offers the following features:

    • Call recording
    • Coaching tools
    • Customer feedback surveys
    • Desktop & process analytics
    • Feedback management tools
    • Fraud prevention & identity authentication
    • Performance management tools
    • Quality management tools
    • Speech analytics
    • Text analytics
    • Workforce management/ strategic planning
    • Workforce optimization tools
    • eLearning lesson management

    Q. Who are the typical users of Verint?

    Verint has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Verint support?

    Verint supports the following languages:

    English

    Q. What type of pricing plans does Verint offer?

    We do not have any information about what Verint pricing plans

    Q. Does Verint support mobile devices?

    We do not have any information about what devices Verint supports

    Q. What other apps does Verint integrate with?

    Verint integrates with the following applications:

    3CLogic, Branch Messenger, Bright Pattern, GamEffective, PureCloud

    Q. What level of support does Verint offer?

    Verint offers the following support options:

    Knowledge Base, Online Support, Phone Support