Five9 vs. Verint Workforce Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.2 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.N/A
Verint Workforce Management
Score 8.6 out of 10
N/A
Verint Workforce Management™ is a cloud contact center application that uses automation to simplify forecasting and scheduling staff and bots. The solution scales to accommodate a varying number of employees, channels, schedule types, and request automation to meet the needs of mid-sized to enterprise organizations. Verint aims to help its customers achieve: Lower costs by eliminating overstaffing and unnecessary overtime Reduced attrition rates and increased…N/A
Pricing
Five9Verint Workforce Management
Editions & Modules
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Five9Verint Workforce Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricingVerint offers a named user pricing model with SaaS and on-premise delivery methods.
More Pricing Information
Community Pulse
Five9Verint Workforce Management
Considered Both Products
Five9

No answer on this topic

Verint Workforce Management
Chose Verint Workforce Management
CSG FSM and Vering WFO are very similar in their ease of use, value, and capabilities for their specific use cases.
Chose Verint Workforce Management
Verint Workforce Management has so many functions and cloud-based add-ons for any kind of industry.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Five9Verint Workforce Management
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.9
12 Ratings
6% above category average
Verint Workforce Management
-
Ratings
Agent dashboard9.212 Ratings00 Ratings
Validate callers9.012 Ratings00 Ratings
Outbound response9.011 Ratings00 Ratings
Call forwarding9.39 Ratings00 Ratings
Click-to-call (CTC)9.010 Ratings00 Ratings
Warm transfer9.310 Ratings00 Ratings
Predictive dialing9.410 Ratings00 Ratings
Interactive voice response9.09 Ratings00 Ratings
REST APIs9.27 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.112 Ratings00 Ratings
Multichannel integration8.511 Ratings00 Ratings
CRM software integration9.011 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.4
21 Ratings
2% above category average
Verint Workforce Management
-
Ratings
Inbound call routing9.110 Ratings00 Ratings
Omnichannel inbound routing9.48 Ratings00 Ratings
Recording8.111 Ratings00 Ratings
Quality management7.221 Ratings00 Ratings
Call analytics8.612 Ratings00 Ratings
Historical reporting7.612 Ratings00 Ratings
Live reporting8.710 Ratings00 Ratings
Customer interaction analytics8.210 Ratings00 Ratings
Best Alternatives
Five9Verint Workforce Management
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
When I Work
When I Work
Score 8.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Paypro Workforce Management
Paypro Workforce Management
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Verint Workforce Management
Likelihood to Recommend
8.3
(36 ratings)
8.9
(88 ratings)
Likelihood to Renew
-
(0 ratings)
8.1
(11 ratings)
Usability
-
(0 ratings)
6.8
(6 ratings)
Support Rating
8.0
(8 ratings)
6.8
(5 ratings)
In-Person Training
-
(0 ratings)
6.4
(1 ratings)
Online Training
-
(0 ratings)
6.4
(1 ratings)
Implementation Rating
-
(0 ratings)
7.5
(4 ratings)
User Testimonials
Five9Verint Workforce Management
Likelihood to Recommend
Five9
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Read full review
Verint
Verint WFM enables employees to have a predictable schedule that they can control the changes they need to make (creating flexibility and amazing employee engagement). Verint is a nice one-stop shop for all data and metrics with the scorecards, too
Read full review
Pros
Five9
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
Read full review
Verint
  • Forecasting. We are regularly 97% - 99% accurate on our forecasts.
  • Performance Management - Verint does an excellent job allowing the business to create custom KPIs and the ability to track employee's performance.
  • Measuring Back Office workload and Performance - We use DPA with WFM to track administrative tasks and total workload to allow us to create an accurate staffing model.
Read full review
Cons
Five9
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Read full review
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.
Read full review
Likelihood to Renew
Five9
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.
Read full review
Usability
Five9
No answers on this topic
Verint
For a smaller sized contact center who was previously using excel spreadsheets I feel we have had as of a transition into the program as one could expect. Not only did we go live with a cloud based WFM tool but we also launched a new CRM and telephony system on the same day so it was a lot for our contact center to take in but it has been done with ease
Read full review
Support Rating
Five9
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Read full review
Verint
Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.
Read full review
In-Person Training
Five9
No answers on this topic
Verint
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.
Read full review
Online Training
Five9
No answers on this topic
Verint
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.
Read full review
Implementation Rating
Five9
No answers on this topic
Verint
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.
Read full review
Alternatives Considered
Five9
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Read full review
Verint
Another product we use is Intradiem. I don't use it that much and we also use Genesys Decisions, but I feel like Genesys Decisions is completely different from Vernint in itself and there's no comparison for what we use it for because we use it more for forecasting, like scheduling events for our customer service reps to be available at certain on peak and off-peak hours to make sure we have the right staff. And I don't really use it, so we have 10 engineers and we all do different products and I don't use Intradiem that much, so I wouldn't be able to say all good.
Read full review
Return on Investment
Five9
  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
Read full review
Verint
  • We were then able to recognize trends and patterns
  • Once trends and productivity issues were addressed, we could then manage workflow and day to day activities such as training and meetings - ultimately optimizing time, forecasting, and staffing expectations.
  • Meeting service level goals is now manageable in most cases, allowing improvement across the board.
Read full review
ScreenShots

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Verint Workforce Management Screenshots

Screenshot of Tracking QueueScreenshot of Employee Schedule on MobileScreenshot of WFM DashboardScreenshot of Forecast & schedulingScreenshot of Employee Time Off Request Details on MobileScreenshot of Swap Post Options