Likelihood to Recommend
NICE is well suited to measure the performance and overall fulfillment of individual employees in call centers/employees whose primary KPIs can be measured over phone interactions. It also does a good job of forecasting future potential as well as delineating individual metrics from team metrics. I haven't used it in situations outside of what I previously mentioned, but it seems like it works best with phone-tied metrics since NICE primarily focuses on this industry. That being said, I can see it being able to adapt to measure any type of Performance Metrics.
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I've been using People.ai for a bit now, and I've been consistently impressed. I use it to track how my team is doing, how my clients are doing, and how I'm doing. I can create custom dashboards with any metric I want to see. I can set goals, and they'll track my progress towards those goals. I can set up competitions between my team, and they'll tell me who's winning and who's losing. You can share these dashboards with your team, which means that everyone can see how everyone else is doing.
Read full review Pros Love the seamless integration with SAP Business Systems. Different skill settings are great for measuring specific data points for individual employees and teams. Has the ability to calculate otherwise timely measurements such as call length and sales forecasts. Read full review Their Deal Room presents times when you are multi-threaded, engaged with executives, and have an upcoming meeting scheduled rather than stalking your reps calendar and salesforce activities. They allow you to create areas performance dashboard with custom KPIs you want to measure Read full review Cons The UI is a little outdated making it not super user-friendly-especially for employees who only use it every once in a while. Dashboards and data are a little slow compared to other PM systems I've used. Expansion into more CRM integrations would be nice. Read full review People.ai has a robust platform, however, this requires sales reps to log into one more platform and the People.ai platform is not customizable for selecting what can be viewed by users. If People.ai were to make the features in their platform available in Salesforce it would be a huge win for leveraging the data they aggregate. Hoping an API will soon be on the Roadmap Time Spent. People.ai uses some logic to attribute values on the "time spent" on the activities being captured. They did improve their meeting aggregations so that they were not "double counting" time when multiple meetings were booked in the same time slot for a rep. Email time spent still seems to have some errors as the time spent on emails can show in excess of the weekly working hours of the reps. Read full review Alternatives Considered
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.
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The easiest comparison would be to email automation vendors like a
, Outreach, or
. But People.ai doesn't have a template email send like a sequence or cadence feature you would find with them. It is more of a compliment to the email automation vendors than a competitor in my opinion. We want our SDRs to have the ability run sizable outbound campaigns so they still use Outreach. However, we deactivated the Outreach activity sync and run activity syncing through People.ai. If someone gets added into the email CC, People.ai will grab that person and create them as a contact against the matching Salesforce account. For our Sales reps, we want them to have the ability to track opens, link clicks, and send templated emails so we have them use
. Again, we deactivated the Salesforce sync and use People.ai syncing. This is a great way to automate the pain away from creating Opportunity Contact Roles and create all relevant contacts in Salesforce from CC's on emails to people added last minute on a calendar invite. My favorite part is how it ingests data directly from Google and doesn't allow a Sales Rep to not to sync an activity to Salesforce, it happens automagically
Read full review Return on Investment Reduced the amount of time spending on analytics and forecasting methods. Takes less time and hassle transitioning to the Cloud. Outdated look and feel have made the learning curve/time-to-value longer than expected. Saved a ton of time and ensured first time scheduling accuracy. Read full review Time back for the whole team. We don't log calls anymore, we just work. Great insight into who on your team may be wasting time with low-impact customers. This is near impossible to measure without this tool. Marketing data is always current so we email the right people vs relying on my teams (Sales, Marketing, anyone) to be data stewards. Read full review ScreenShots