Aspect Workforce vs. Verint Workforce Engagement (discontinued)

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.

• Easy to scale up, especially for a company with staff in different locations.
• Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
• Highly customizable system for administrators and resource planners.
• Time off management including automated holidays, shift swap.
• Requires specialist support to get the system working.

Incentivized

• Long range forecasting as well as forecasting using multiple models.
• Schedule Testing - Being able to test your current or proposed schedules against various forecasts.
• Real-Time Tracking, a lot of insight is given around if an agent was available and when.

• The end user interface and administration is easy to use
• Ease to integrate with Avaya PBX based on my expertise
• The Customer Survey application is excellent and has a well defined architecture to get accurate feedback for a CS representative
• The solution is robust to work with

• Due to the level of detail offered via statistics this program can become overwhelming for new users and especially upper management who just needs to see the highlights.

• Products need to be able to support current operating system and Java revisions on a more timely basis
• Implementation resources are often in high demand and engaging them often create delays, as they frequently don't use the same resource within the same project and for the same client. Delays occur when new resources need to be educated on information /history between resources
• Project managers need to understand the products better so they can be engaged better with the implementations

I do not currently use the product. My clients do and it is a good tool if you use it the right way.

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.

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.

Because its great

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.

Because its excellent tool

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.

I do not have any key insights regarding implementation of Verint

BambooHR is also easy to use and the user interface is friendly, but from my experience, it is better for smaller companies or companies that don't have a lot of clientele that they need to work around. The user interface of PARiM is more confusing as well and not as streamlined as Aspect's.

Incentivized

I haven't actually used any other WFO solutions as yet Verint has been apart of our organization since 2008/9 and i have been managing it since 2013/14. I have looked at alternative solutions in the past but none seem to ever come up to the same standard as Verint in all areas. We recently upgraded from Version 11 to 15.1 so we are still in the early stages of getting to grip with the newer version and all the added functionality.

Incentivized

• Improved service level: By utilizing the forecasting features and scheduling optimizers in the software, service level objections can be increased greatly- especially in a multi-skill environment.
• Reduced workload for back-office employees: Being able to quickly schedule in bulk, quickly create forecasts, automate reports, and have agents' schedule requests automatically approved or denied can save massive amounts of time.
• Agent efficency: By providing multiple tools to gauge agents' adherence, you can see massive improvements in the way your call center agents adhere to their schedule; which in turn, improves service level.

• It has a great ROI in that, if this is setup correctly, it will tie scheduling with adherence and therefore make setting staffing levels a breeze
• Employee efficiency was also up because of scorecards and adherence client which keeps agents on the ball