Celayix is a workforce management software solution offered by Celayix, Inc.
$4
per month
Verint Workforce Management
Score 8.2 out of 10
N/A
Verint Workforce Management is a solution that
forecasts customer demand, analyzes and predicts the number of employees
needed, and optimizes employee schedules to align with demand across contact
center and back-office operations, to help organizations to meet CX and efficiency
goals.
Verint WFM is part of Verint Open Platform,
which helps organizations' customer service operations to lower costs and elevate EX and CX
with AI-powered bots that automate CX workflows. The…
N/A
Pricing
Celayix
Verint Workforce Management
Editions & Modules
No answers on this topic
WFM Enterprise
-
per month per user
WFM Enterprise SaaS
-
per month per user
Offerings
Pricing Offerings
Celayix
Verint Workforce Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Verint offers a named user pricing model with SaaS and on-premise delivery methods.
This is software that will be very useful for all companies since they will be able to control the entries and exits of their employees in their jobs, the hours worked, shift changes, and everything related to the performance of the staff. They will not have to worry about personnel planning because the software will do it.
It is great for channels that you have directly integrated into the Verint platform. For example we love having our phone system directly integrated into it Verint. It is harder to forecast in schedule when you do not have a direct integration opportunity.
It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.
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.
I have worked within the system for several years and have not found a separate WFM system that is comparable or has as many features as Verint. There are comparable systems for scheduling , forecasting and PTO allotment. however I have not been able to find one with all three
We were given a dedicated customer service rep that is there whenever we need them. Emails are answered within hours and the knowledge base they have has many of the answers including easy to follow how-to's. We haven't run into any issues that can't be solved in less than 24 hours.
The team always work diligently to provide answers to my questions and fixes to my issues. The support team has remained consistent and is familiar with our business needs and that is something that is very beneficial as we grow and change
Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.
Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.
The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.
Celayix is a flexible and powerful employee scheduling tool with a secure online cloud used to create and edit schedules. It is the very best automated scheduling solution that allows us to manage the workforce digitally and it is a great resource for any organization.
Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.
Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.
Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.
We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.
