What users are saying about
6 Ratings
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Score 7.3 out of 100
9 Ratings
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Score 8.4 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

ZOOM QM Suite

ZOOM Quality Management Suite is great for a quick meeting.
Anonymous | TrustRadius Reviewer

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

ZOOM QM Suite

  • Low bandwidth use.
  • Cheaper.
  • Easy to use.
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

ZOOM QM Suite

  • No need to improve.
Anonymous | TrustRadius Reviewer

Support Rating

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

ZOOM QM Suite

ZOOM QM Suite 10.0
Based on 1 answer
At the moment there is no reason to use the ZOOM support.
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

ZOOM QM Suite

ZOOM is cheaper than Cisco.
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

ZOOM QM Suite

  • We stay in touch with providers.
  • There is no negative impact.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE Adaptive WFO

General

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

ZOOM QM Suite

General

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

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