Avaya OneCloud CCaaS vs Verint Workforce Engagement (discontinued)

• Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
• The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
• Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
• The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.

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• 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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• Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
• The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.

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• 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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• Once purchased and running, you don't need to worry about it for years.
• Support price is following the other companies. Price is good.
• When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.

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• 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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