ADP Workforce Now is a cloud-based HR platform for mid-sized businesses. It features customizable modules of various HR services that businesses can tailor to their specific needs, as well as regulatory monitoring and alerts to help businesses remain compliant.
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Verint Workforce Management
Score 8.2 out of 10
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Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the…
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Pricing
ADP Workforce Now
Verint Workforce Management
Editions & Modules
Essential
Contact sales team
Enhanced
Contact sales team
Complete
Contact sales team
HR Pro
Contact sales team
Payroll Essentials
Contact sales team
HR Plus
Contact sales team
Hiring Advantage
Contact sales team
Performance Plus
Contact sales team
WFM Enterprise
-
per month per user
WFM Enterprise
-
per month Per volume
WFM Enterprise
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per month per user
WFM Enterprise
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per month Per volume
Offerings
Pricing Offerings
ADP Workforce Now
Verint Workforce Management
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Required
No setup fee
Additional Details
Please contact ADP for a product demo and ask about a hands-on "test drive" of Workforce Now.
Verint offers a named user pricing model with SaaS and on-premise delivery methods.
If you are looking to automate processes and have the system handle administrative, boring tasks this is the system for you. They are continuing to evolve and are coming out with improvements constantly. Have a suggestion on an improvement they will listen and consider implementing.
I would say it is very well suited for call centers that have, it's much easier to do the phone side of it. You have a lot of different media and you have a lot of different handle times for a bunch of different things. It's harder to do, but when you have that standard of your call system's integrated into variant and you're just using that data that's coming in, that's the easiest part of it is just to when you're using it for your phone side.
Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
Verint also processes PTO requests very smoothly and in a way that makes sense.
I would like it if better communication was sent out about new product updates. Sometimes, I go into a screen and things are different and I have to relearn it on the fly.
Editing the mobile app - I would like it if what is shown on the desktop version was automatically on the app. WAY more of my employees use the app, but I put the most important information on the desktop version because it is easier to update.
Adherence Graphs & DPA - The adherence graphs that show DPA data isn't entirely accurate based on how the system calculates different idle states. The system will look at each 15 minute interval and use the state that consumed the most time in that 15 minute interval.
Schedule creator - Sometime when you ask the system to generate multiple schedules, it doesn't always follow the rules that you set which ends up generating schedules that are not usable.
Forecasting to the service level vs. ASA. We have found that trying to forecast to an ASA is not as accurate as forecasting to the service level.
Due to the lack of support from the sales and service center we are looking at other options outside of ADP. Again it is a good system, it just lacks the support it deserves from the company employees. It is just unimaginable that you will need to reach out to a service provider several times for the same issue and not get it resolved.
Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
I would give it a 10 however I do not like when ADP does facelifts in Workforce Now which does not add any value other than having to relearn navigation. I am also not a big fan of being forced to refer to the Bridge. We have Google which gives the same results. If I understood the answer I would not contact our Account Rep.
For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
Overall, I think the functionality of the program works pretty well. Sometimes, certain browsers do not work well for the policy function of ADP, but that is the only issue thus far
I have contacted support multiple times and have always been happy with the results. ADP's support staff is always helpful and makes easy work of solving problems. I love my Payroll Account Manager, as well as my Enhanced Time Account Manager.
Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
In-person training was pretty good - I think this significantly depends on the trainer. Our trainer was really good and showed what ADP can do - but I know that all trainers are not the same - and this truly makes such as difference. Overall, our training went pretty well.
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
At the time training was not as expansive as it is now. If it could go wrong it did for me so the process was difficult and lengthy. I needed to have more in person walkthroughs of things to ensure the transition was done correctly. Not sure what else I can say, we were part of the initial move to Workforce Now when it was introduced.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
Either assign more than one specialist to the implementation process, or assign less clients to the implementation specialist. The process requires attention to detail and the ability to test and re-test as well as verify the information. It also requires a lot of back and forth between the client ant the implementation specialist, so they need to be readily available during the whole implementation process.
The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Although this SAS takes longer to perform the everyday functions related to payroll and HR data input, the difference in this software and our previous software is like night and day. We were on a very old server platform and had too many issues with continuous need for backup.
We went through some vending consultants back in April, along with others was kind of selected, but we came from Aspect, it was more of an on-prem solution. So we were looking to update to the cloud to get more just to work well with others and other vendors that we can use to get our data.
We have been able to grow with ADP from just a few hundred employees to over 10,000 so it's actually very scalable for payroll usage. We do not use the benefits and onboarding offerings for most of our employees but they are built to scale easily enough for when our corporate team has over 1,000 FTE.
ADP WorkforceNow has provided a positive ROI for our company. It has saved me countless hours in the time I used to spend preparing reports, managing benefits, and annual enrollment, recruitment tracking, and much more.
The integration with Payscale has allowed our company to take every position in our organization and benchmark it to industries and job titles. This has allowed us to be more competitive on recruitment and retention.
We have used the new DE&I dashboard to provide valuable information on the landscape of our workforce, as well as areas of our organization that may not be as diverse.
We were then able to recognize trends and patterns
Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations.
Meeting service level goals is now manageable in most cases, allowing improvement across the board.
