What users are saying about
6 Ratings
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Score 7.3 out of 100
5 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

NICE Adaptive WFO

Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.
Anonymous | TrustRadius Reviewer

Twilio Flex

Contact centers. Not suited well for basic Uc users.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE Adaptive WFO
Twilio Flex
8.0
Agent dashboard
NICE Adaptive WFO
Twilio Flex
8.0
Validate callers
NICE Adaptive WFO
Twilio Flex
8.0
Outbound response
NICE Adaptive WFO
Twilio Flex
8.0
Call forwarding
NICE Adaptive WFO
Twilio Flex
8.0
Warm transfer
NICE Adaptive WFO
Twilio Flex
8.0
Interactive voice response
NICE Adaptive WFO
Twilio Flex
8.0
REST APIs
NICE Adaptive WFO
Twilio Flex
8.0
Call scripts
NICE Adaptive WFO
Twilio Flex
8.0
Call tracking
NICE Adaptive WFO
Twilio Flex
8.0
Multichannel integration
NICE Adaptive WFO
Twilio Flex
8.0
CRM software integration
NICE Adaptive WFO
Twilio Flex
8.0

Pros

NICE Adaptive WFO

  • Interval call volume forecasting.
  • Agent schedule adherence.
  • Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
  • Agent self-service options.
Anonymous | TrustRadius Reviewer

Twilio Flex

  • Customizable.
  • Great interface.
  • Integrations.
Anonymous | TrustRadius Reviewer

Cons

NICE Adaptive WFO

  • Long term forecasting functionality.
  • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
  • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.
Anonymous | TrustRadius Reviewer

Twilio Flex

  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Twilio Flex

Twilio Flex 1.0
Based on 1 answer
I don’t use Twillio support specifically
Anonymous | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
Anonymous | TrustRadius Reviewer

Twilio Flex

It’s more basic but has some great flexibility.
Anonymous | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
  • Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
  • Savings from self-service options for PTO use and schedule management, reducing administrative cost.
Anonymous | TrustRadius Reviewer

Twilio Flex

  • The customer gets to assigned an agent quicker.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

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

Twilio Flex

General

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

Rating Summary

Likelihood to Recommend

NICE Adaptive WFO
10.0
Twilio Flex
8.0

Support Rating

NICE Adaptive WFO
Twilio Flex
1.0

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