NICE Employee Engagement Manager vs. Verint Workforce Management

NICE Employee Engagement Manager is best for adherence management and tracking down employee's time real time. It is a great tool for the supervisors and senior management to always have a look on activities made by their employees and remind them to adhere to their schedules to avoid misses on adherence. However the user interface should be improved.

Incentivized

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

Incentivized

• Real Time Adherence
• Time Off Manager
• Leave Activity Tracker

Incentivized

• 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.

Incentivized

• User Interface
• Provide more options to managers/supervisors
• Lessen outages

Incentivized

• 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.

Incentivized

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.

Overall it functions as intended and needed to manage staffing. I would like to see more improvements in FTE requirement calculations that help us enable use of staffing ribbons & further automation.

Incentivized

Some support cases are resolved quickly while others take long periods of time.

Incentivized

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.

Incentivized

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.

Incentivized

I wasn't the primary on the implementation but we did run into a few issues that took a while to get resolved

Incentivized

Pros of NICE when compared to Verint: 1. Better options to manage leaves, schedules and update employee settings, line of businesses etc 2. The managers and supervisors have more powers in terms of scheduling, updating leaves, adherence etc 3. NICE was selected by our organisation as Verint workforce engagement had been discontinued

Incentivized

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.

Incentivized

• The tool helped in managing overall employee adherence and plotting schedules
• The tool helped managers/supervisors to easily plot schedules for their reports
• The tool had opportunities to improve user interface and to include more options/features

Incentivized

• 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.

Incentivized