What users are saying about
3 Ratings
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Score 8 out of 100
9 Ratings
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Score 6 out of 100

Likelihood to Recommend

Avaya IX Workforce Engagement

Well, we have a vast Contact Center providing support to our customers all around Latin America. The important thing is that we can easily switch and manage the workflow depending on the skill, business hour support, or any other desired criteria. It is a crucial element in this environment as it is effortless to track and analyze.
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Pros

Avaya IX Workforce Engagement

  • Customer-centric
  • Trending
  • Centralization
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | TrustRadius Reviewer

Cons

Avaya IX Workforce Engagement

  • Look and feel
  • Detailed configurations
  • Embedding other tools or connecting with other tools
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | TrustRadius Reviewer

Support Rating

Avaya IX Workforce Engagement

Avaya IX Workforce Engagement 9.0
Based on 2 answers
All tools always have improvement opportunities; anyway, this tool is the most powerful one compared to others.
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

No score
No answers yet
No answers on this topic

Alternatives Considered

Avaya IX Workforce Engagement

Avaya Aura Workforce Optimization is much more powerful than other solutions; I noticed this once I tested it. I was hesitant at the beginning as I have always used Aspect Workforce Management or Cisco Unified Communications Manager, but when I started implementing Avaya Aura Workforce Optimization, I noticed it was pretty easy and was providing valuable information to improve our key business processes quickly.
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | TrustRadius Reviewer

Return on Investment

Avaya IX Workforce Engagement

  • ROI
  • Callback
  • FCR
Patricio Santirso | TrustRadius Reviewer

Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

Pricing Details

Avaya IX Workforce Engagement

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Teleopti WFM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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