AgentTime Scheduler vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AgentTime Scheduler
Score 9.4 out of 10
N/A
AgentTime Scheduler is a call center workforce modeling and scheduling option, from Portage Communications.N/A
Verint Workforce Engagement (discontinued)
Score 6.9 out of 10
N/A
Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.N/A
Pricing
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Top Pros
Top Cons
Best Alternatives
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.2 out of 10
Eleveo
Eleveo
Score 9.2 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.8 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Likelihood to Recommend
8.0
(2 ratings)
8.5
(11 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(8 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
AgentTime SchedulerVerint Workforce Engagement (discontinued)
Likelihood to Recommend
Portage Communications
Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
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Verint
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.
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Pros
Portage Communications
  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
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Verint
  • 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.
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Cons
Portage Communications
  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
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Verint
  • 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
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Likelihood to Renew
Portage Communications
No answers on this topic
Verint
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.
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Usability
Portage Communications
No answers on this topic
Verint
Because its great
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Support Rating
Portage Communications
No answers on this topic
Verint
Because its excellent tool
Read full review
Implementation Rating
Portage Communications
No answers on this topic
Verint
I do not have any key insights regarding implementation of Verint
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Alternatives Considered
Portage Communications
I think AgentTime Scheduler truly does exactly what is needed from me on a day to day. It is the only scheduler I have used since being with the company
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Verint
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.
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Return on Investment
Portage Communications
  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
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Verint
  • 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.
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ScreenShots