Alvaria Workforce vs. Verint Community

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alvaria Workforce
Score 7.1 out of 10
N/A
Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch locations, and desktop analytics for monitoring and analyzing discrete actions like employee keystrokes and application usage. The Basic, Advanced, and Enterprise tiers include…N/A
Verint Community
Score 8.6 out of 10
N/A
Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired Telligent in 2015.N/A
Pricing
Alvaria WorkforceVerint Community
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alvaria WorkforceVerint Community
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Alvaria WorkforceVerint Community
Top Pros
Top Cons
Best Alternatives
Alvaria WorkforceVerint Community
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 7.7 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 8.9 out of 10
PowerDMS by NEOGOV
PowerDMS by NEOGOV
Score 7.7 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
Khoros Communities
Khoros Communities
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alvaria WorkforceVerint Community
Likelihood to Recommend
9.0
(8 ratings)
8.8
(31 ratings)
Likelihood to Renew
8.6
(5 ratings)
10.0
(2 ratings)
Usability
8.0
(1 ratings)
7.0
(8 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
10.0
(1 ratings)
Support Rating
8.0
(1 ratings)
10.0
(6 ratings)
Implementation Rating
9.0
(1 ratings)
9.0
(1 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
7.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Alvaria WorkforceVerint Community
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.
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Verint
If you need a community platform that's very versatile and has a relatively low entry-cost to get started, Verint is a good pick. If you need a solution that is guaranteed to work seamlessly and have no hiccups or issues overall, it is not well suited. Although it is a SAAS solution, some of the aspects of the platform do not make it seem so.
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Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
  • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
  • easy to balance employee scheduling with your business needs
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Verint
  • Forums - organizing forum questions and identifying answered
  • Various layouts of blogs, divided by groups to enable different or similar layouts throughout the site. Ability to enable all to view the same or have particular groups of blogs to stand out and have it's own look and feel
  • ability to customize widgets to the needs of your use case
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Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The configuration of the system is quite complex and very difficult to administer.
  • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
  • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
  • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
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Verint
  • I would like to see engagement in the Elevate platform increase in discussions. We get so busy in our day, it is hard at times to get enough activity in a topic I know many struggle with in the contact center. The more sharing the better.
  • It would be nice if it were easier to connect as friends. That piece in Elevate seems difficult to build a network group and communicate with them all at one time on a topic or encourage them to join a discussion board when you know they have contributions that would benefit.
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Likelihood to Renew
Alvaria, Inc (Aspect Software + Noble Systems)
While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
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Verint
I am not part of this decision making process, but I did provide positive feedback to the decision making board.
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Usability
Alvaria, Inc (Aspect Software + Noble Systems)
Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
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Verint
If you are an experienced online community professional, Verint offers the flexibility you need. You do need to have a lot of expertise if you want to build a solid user experience because there isn't a template out-of-the-box that is just ready to go for various use cases. It will take awhile to fully understand the capabilities of Verint Community.
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Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
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Verint
While the support portal (cases) is helpful, I've been even more impressed by their own support community. I always get quick, thoughtful, and interesting answers to my questions from support personnel, in-house developers, other users, and even the VP/GM himself! They have a really wonderful thing going there.
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Implementation Rating
Alvaria, Inc (Aspect Software + Noble Systems)
Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
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Verint
all customizations should be under warranty so that you get the right level of support from the 3rd party
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Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.
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Verint
I believe Verint Community stacks up very against previous solutions I have worked with. For an externally facing community, I think Jive-X was the best in class for many years, and Verint matches up very well from a features and configuration perspective. The other key point for me, is that Verint Community is also similar to Jive in that it has an extremely strong customer community of experienced community professionals. Verint does a great job of engaging with us about future plans, roadmaps, events, etc. I think this is a very under-rated benefit of a community platform, and Verint's is exceptional.
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Scalability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Verint
Highly scalable system with the ability to expand to an increasing number of users and communities
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Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
  • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
  • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
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Verint
  • Verint Community has helped to gain more than one lakh users which shows that the platform is extremely stable and engaging. This helped for more brand awareness and e-commerce conversion rates
  • We have had huge problems with non English countries where this platform's limitations has caused huge number of loss and less user count. Hopefully this is fixed soon.
  • Our major plan was to expand our segments and verticals such as gaming, education and business which was done very well by using this platform and our team was able to customize it based on our brand's identity. We looking to expand to much more countries and hopefully target all our worldwide businesses.
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ScreenShots

Verint Community Screenshots

Screenshot of the Sophos Community, built on Verint Community, that offers forums, blogs, events, and membership perks for its usersScreenshot of VisionAires, a community powered by Verint, that features working groups, event, and a content hubScreenshot of an Avnet community with courses, competitions, and networking opportunitiesScreenshot of the ADI Engineer Zone, which is a community hub with built-in learning modules, webcasts, blogs, and supportScreenshot of MicroFocus' community to ask questions, join conversations, or share ideasScreenshot of the England Football Community, a place to connect with people and join the conversation about all things football.