NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
$71
per month per user
Verint Workforce Management
Score 8.2 out of 10
N/A
Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the…
N/A
Pricing
NICE CXone Mpower
Verint Workforce Management
Editions & Modules
CXone Mpower Digital Agent
$71
per month per user
CXone Mpower Voice Agent
$94
per month per user
CXone Mpower Omnichannel Agent
$110
per month per user
CXone Mpower Essential Suite
$135
per month per user
Cxone Mpower Core Suite
$169
per month per user
CXone Mpower Complete Suite
$209
per month per user
CXone Mpower Ultimate Suite
$249
per month per user
WFM Enterprise
-
per month per user
WFM Enterprise
-
per month Per volume
WFM Enterprise
-
per month per user
WFM Enterprise
-
per month Per volume
Offerings
Pricing Offerings
NICE CXone Mpower
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.
Verint has the full platform, it can do nearly everything. It integrates with many tools and has many partners and relationships. I do not worry that Verint won't be here a few years from now.
All achieve nearly the same results, Verint performs better in Time off Management, however other User Interface is more up to date and perform better in shift bidding and some are quicker and more flexible in terms of scheduling.
NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.
Verint is extremely well-suited for all sizes of contact centers. We easily transitioned from manual scheduling with spreadsheets to real-time automation. Define and build items that can be easily dropped into agents' schedules, which is a huge win for our contact center. Build once and use as long as needed—it really helps us automate items and work smarter!
Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
Verint also processes PTO requests very smoothly and in a way that makes sense.
There can be changes in interface of the app, however it's still very good
I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
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.
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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.
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
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
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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.
The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.
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.
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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.
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
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.
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
We went through some vending consultants back in April, along with others was kind of selected, but we came from Aspect, it was more of an on-prem solution. So we were looking to update to the cloud to get more just to work well with others and other vendors that we can use to get our data.
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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.
