17 Ratings
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Score 9.1 out of 100
32 Ratings
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Score 8.1 out of 100

Attribute Ratings

  • NICE Adaptive WFO is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

NICE Adaptive WFO

90%
4 Ratings
8.5

Verint Workforce Engagement (discontinued)

85%
11 Ratings

Likelihood to Renew

NICE Adaptive WFO

N/A
0 Ratings
7.2

Verint Workforce Engagement (discontinued)

72%
8 Ratings

Usability

NICE Adaptive WFO

N/A
0 Ratings
8.0

Verint Workforce Engagement (discontinued)

80%
1 Rating

Support Rating

NICE Adaptive WFO

N/A
0 Ratings
9.0

Verint Workforce Engagement (discontinued)

90%
2 Ratings

Implementation Rating

NICE Adaptive WFO

N/A
0 Ratings
8.0

Verint Workforce Engagement (discontinued)

80%
2 Ratings

Likelihood to Recommend

NICE Adaptive WFO

NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.
Peter Morgan | TrustRadius Reviewer

Verint Workforce Engagement (discontinued)

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Rebecca Hunt | TrustRadius Reviewer

Pros

NICE Adaptive WFO

  • Great system and easy for project workflow management.
  • The optimization through NICE Adaptive WFO tools is amazing and excellent.
  • The best and beneficial reports creation software.
Veronica Derrick | TrustRadius Reviewer

Verint Workforce Engagement (discontinued)

  • 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.
Gilbert Chinapen | 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

Verint Workforce Engagement (discontinued)

  • 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
Andrew Makula | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

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

Starting Price

Verint Workforce Engagement (discontinued)

General

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

Starting Price

Likelihood to Renew

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Verint Workforce Engagement (discontinued)

Verint Workforce Engagement (discontinued) 7.2
Based on 8 answers
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Beth Seymour | TrustRadius Reviewer

Usability

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Verint Workforce Engagement (discontinued)

Verint Workforce Engagement (discontinued) 8.0
Based on 1 answer
Because its great
Anonymous | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Verint Workforce Engagement (discontinued)

Verint Workforce Engagement (discontinued) 9.0
Based on 2 answers
Because its excellent tool
Anonymous | TrustRadius Reviewer

Implementation Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Verint Workforce Engagement (discontinued)

Verint Workforce Engagement (discontinued) 8.0
Based on 2 answers
I do not have any key insights regarding implementation of Verint
Anonymous | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really amazing. It makes work and business easier.
Anonymous | TrustRadius Reviewer

Verint Workforce Engagement (discontinued)

Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Joyce Schofield | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • Effective tool on predictive data analytics creation and the reports are excellent.
  • Contacts import and email list management solution.
  • Real time data reporting and the project management is very excellent.
Peter Morgan | TrustRadius Reviewer

Verint Workforce Engagement (discontinued)

  • 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.
Anonymous | TrustRadius Reviewer

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