Enterprise eTIME, by ADP vs. Verint Workforce Engagement (discontinued)

It is well suited for an Outsourcing business. This type of business has a lot of clients to serve and most of the time consultants serve multiple different clients, eTime suits this kind of setup since it can aid on the accuracy of billing clients for hours rendered by consultants to them.

Incentivized

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.

Incentivized

• Ability to clock hours without a physical time clock/punchcard -- great for jobs like tutoring, which may not have a central meeting location
• Ability to clock hours for multiple positions in different departments across an organization -- one paycheck, even though I had multiple supervisors and different pay rates

• Blended forecasting – shift variety.
• Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
• Automated task scheduling - educated planning.
• We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
• Scorecard reporting –Visibility over performance.
• Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.

Incentivized

• The setup is difficult for administers.
• Mapping the pay rules to the accrual profiles, pay codes, etc., is hard to administer as well.
• The consultants at ADP do not know the system well in some cases so getting help with setup and issues can be difficult.

Incentivized

• I think the system needs better documentation, hard to find all the features and where to configure things
• I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
• Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1

Already using product and I have been happy with the results.

Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.

In some ways, the flexibility of eTime makes it much more usable than some time card systems. I can log my own hours at my convenience (as long as it is during the pay period), and eTime sends me a reminder email 24 hours before the cut-off for each pay period. I can log hours for multiple positions using particular pay codes, although there is no way for me to save frequently used or "my" pay codes -- adding this feature would be a much-appreciated improvement to eTime's usability. Juggling multiple pay codes within the current system, however, is cumbersome. There can also be problems if an incorrect or overlapping hour is accidentally entered and saved -- certain fields turn red and are difficult to adjust, often requiring the help of a software administrator. Correcting other errors and entering historical hours is extremely difficult, and the software does not work well on some browsers (and it is unattractive when I have been able to get it to work)

Because its great

Based on my usage of the program is why I rated it a 7. I used for verifying attendance and employee time cards for accuracy and/or discrepancies.

Incentivized

Because its excellent tool

I do not have any key insights regarding implementation of Verint

I have not used similar workforce management platform though Enterprise eTIME, by ADP has never failed us in any day. It has given our teams the best guidance on effective implementation of projects and tasks. Close monitoring of our daily programs has lead to increased production. We have managed to implement our duties based on the set timelines.

Incentivized

Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.

• The system allows our employees to quickly record their time so that they can focus on their day-to-day jobs.
• The system allows our managers to quickly approve time cards.
• ADP Enterprise eTime does not have a sufficient query function to enable employers to easily create/schedule reports that the business needs. ADP charges high fees for custom reports.

Incentivized

• The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
• User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
• The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.