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58 Ratings
22 Ratings
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Score 8.9 out of 100

Verint Workforce Management

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58 Ratings
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Score 8 out of 100

Attribute Ratings

  • Calabrio Teleopti WFM is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Calabrio Teleopti WFM

90%
10 Ratings
8.0

Verint Workforce Management

80%
43 Ratings

Likelihood to Renew

Calabrio Teleopti WFM

N/A
0 Ratings
6.4

Verint Workforce Management

64%
1 Rating

Usability

9.0

Calabrio Teleopti WFM

90%
1 Rating

Verint Workforce Management

N/A
0 Ratings

Likelihood to Recommend

Calabrio

Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
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Verint

Planning how many Contact Officers we need on a specific date/time where call volumes and average handling times are available works really well. Being able to monitor adherence also works well. When I plan radio operators, I need 10 bums on seats, no AVHT is relevant, and no performance goal is relevant, but I have to make up those figures in order to generate the staffing numbers. I currently have to advertise overtime on a spreadsheet, meaning manual inputting, manually updating of Verint once accepted, etc. I also have to manually count bums on seats because things like breaks and abstractions often distort the true figures.
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Pros

Calabrio

  • It has an excellent schedule, schedules are easily accessible and can be easily created.
  • Calabrio Teleopti WFM makes it possible to effectively request time off for employees in an organized way.
  • There are educational opportunities and this is positive for the company and our employees since the customer service area is great.
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Verint

  • Verint Workforce Management does a nice job of providing a broad suite of tools that allow us to build out our own back-office WFM program that may differ from other back-office areas.
  • The capabilities of the broader Verint platform tie in nicely with Verint Workforce Management, so we can use DPA, My Time, Scorecard, and Forecasting and Scheduling to manage operations from front to back.
  • User experiences and access can be tailored depending on the roles of the employees so as not to overwhelm someone with too many tools.
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Cons

Calabrio

  • Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
  • User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
  • The companion app has some updates issues that could use addressing.
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Verint

  • Ability to properly optimize events, classes, coachings, etc for Outbound specific groups.
  • Having Verint forecast lists for queues after adding historical weeks in.
  • Removing someone from a class that has moved to another organization and is no longer visible within mine.
  • No limit on the number of pauses. This is causing a major issue at my company around adherence and a lot of unnecessary time for my team to go in and add exceptions in order to have their adherence look correct.
  • When submitting a coaching request in the module, give the submitter the ability to select all of their employees but also select only one employee per session. This is the biggest complaint among the staff about using the Coaching Module. They don't like that they have to submit multiple requests for One-on-Ones for each employee and would prefer to submit one request and have it communicated to Verint Workforce Management that there should only be one person in each session.
  • Sorting by shift event time is no longer an option in the Calendar screen.
  • I preferred the Calendar screen when I was able to view all employees at once, and now it is limited to 50 per page.
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Pricing Details

Calabrio Teleopti WFM

Starting Price

Editions & Modules

Calabrio Teleopti WFM editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Verint Workforce Management

    Starting Price

    Editions & Modules

    Verint Workforce Management editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Verint offers a named user pricing model with SaaS and on-premise delivery methods.

      Pricing Info

      Likelihood to Renew

      Calabrio

      No answers on this topic

      Verint

      Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.
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      Usability

      Calabrio

      It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.
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      Verint

      No answers on this topic

      Alternatives Considered

      Calabrio

      We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
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      Verint

      Verint Workforce Management provides more visibility on associate planned activities. It is excellent at taking multiple factors into consideration to set manageable goals and improve performance. There are a variety of options to fine tune so it is specific to the company's needs. There are multiple online resources available to become more familiar with its functionality
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      Return on Investment

      Calabrio

      • Teleopti has increased the efficiency of our department and made scheduling more consistent for employees.
      • Our team has been able to adjust staffing levels to address business levels instead of hiring more staff and just being overstaffed unnecessarily.
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      Verint

      • Definitely Verint has improved our service goals related to Staffing. It's a no brainer.
      • The Style of employee self service has improved admin productivity.
      • Reporting has been tough; We write our own to supplement the stock reports. Going to the cloud is going to be difficult for us.
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      Screenshots

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