NICE inContact CXone vs Verint Workforce Engagement

• Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
• When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
• They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!

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• 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.

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• Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
• Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
• Ability to delete old users in Central.
• Ability to save some reports as favourites.

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• 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

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• 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
• Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
• We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.

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• 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.

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