Pega Platform vs. Verint Workforce Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Pega Platform
Score 8.4 out of 10
N/A
Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
$35
per month per user* (or $0.45 per case**)
Verint Workforce Management
Score 8.2 out of 10
N/A
Verint Workforce Management is a solution that forecasts customer demand, analyzes and predicts the number of employees needed, and optimizes employee schedules to align with demand across contact center and back-office operations, to help organizations to meet CX and efficiency goals. Verint WFM is part of Verint Open Platform, which helps organizations' customer service operations to lower costs and elevate EX and CX with AI-powered bots that automate CX workflows. The…N/A
Pricing
Pega PlatformVerint Workforce Management
Editions & Modules
Low-code Factory Edition
$35
per month per user* (or $0.45 per case**)
Standard Edition
$90
per month per user* (or $0.80 per case**)
Enterprise Edition
Custom Quote
WFM Enterprise
-
per month per user
WFM Enterprise SaaS
-
per month per user
Offerings
Pricing Offerings
Pega PlatformVerint Workforce Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details*500 named user minimum. Additional users available in blocks of 100. Billed annually. Based on a 3-year term. **350,000 cases / year minimum. Additional cases available in blocks of 150,000.Verint offers a named user pricing model with SaaS and on-premise delivery methods.
More Pricing Information
Community Pulse
Pega PlatformVerint Workforce Management
Features
Pega PlatformVerint Workforce Management
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Pega Platform
5.3
63 Ratings
38% below category average
Verint Workforce Management
-
Ratings
Dashboards4.062 Ratings00 Ratings
Standard reports6.062 Ratings00 Ratings
Custom reports6.061 Ratings00 Ratings
Process Engine
Comparison of Process Engine features of Product A and Product B
Pega Platform
7.9
66 Ratings
5% below category average
Verint Workforce Management
-
Ratings
Process designer8.865 Ratings00 Ratings
Process simulation7.757 Ratings00 Ratings
Business rules engine9.865 Ratings00 Ratings
SOA support7.351 Ratings00 Ratings
Process player7.048 Ratings00 Ratings
Support for modeling languages5.46 Ratings00 Ratings
Form builder9.059 Ratings00 Ratings
Model execution8.556 Ratings00 Ratings
Collaboration
Comparison of Collaboration features of Product A and Product B
Pega Platform
9.0
50 Ratings
7% above category average
Verint Workforce Management
-
Ratings
Social collaboration tools9.050 Ratings00 Ratings
Content Management Capabilties
Comparison of Content Management Capabilties features of Product A and Product B
Pega Platform
4.4
9 Ratings
59% below category average
Verint Workforce Management
-
Ratings
Content management4.49 Ratings00 Ratings
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User Ratings
Pega PlatformVerint Workforce Management
Likelihood to Recommend
6.0
(73 ratings)
8.2
(177 ratings)
Likelihood to Renew
10.0
(7 ratings)
8.7
(18 ratings)
Usability
9.0
(1 ratings)
7.4
(98 ratings)
Support Rating
10.0
(7 ratings)
6.9
(7 ratings)
In-Person Training
-
(0 ratings)
6.4
(1 ratings)
Online Training
8.0
(1 ratings)
7.2
(2 ratings)
Implementation Rating
10.0
(1 ratings)
6.3
(6 ratings)
User Testimonials
Pega PlatformVerint Workforce Management
Likelihood to Recommend
Pegasystems
Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.
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Verint
I believe that Verint Workforce Management Enterprise does offer a lot of potential for frontline leaders in the business to help manage staff, like adding coaching and overseeing performance through scorecards, however it is definitely not as fit for purpose as we would have hoped for the staff that oversees the application. The system is very dedicated to call centre metrics and results, but half of our business (physical stores) is unable to utilise these benefits (eg. combined queues, accurate FTE required/scheduled functionality across sites)
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Pros
Pegasystems
  • Quick development time. Much of the Pega "rules" are easy to configure and implement.
  • Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
  • Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.
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Verint
  • I love the color ribbons that can be set up universally for all our business lines.
  • The mobile application is easy to use and our agents love it.
  • I love the security within the application- customizing who gets what access is great!
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Cons
Pegasystems
  • Need more learning materials. For Beginners who have previous programming experience with another language takes more time to learn.
  • If the developer is met with an issue in pega platform , they have to rely on Pega supporting team to fix it.
  • Customization is available but is not encouraged. Pega does not support faults that occur in customized solutions.
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Verint
  • When entering leave requests, each entry for a single person must be completed independently unless the days are consecutive. E.g., John wants a Tuesday and Thursday off in 1 week, but needs to work on Wednesday. 1 entry must be made for Tuesday, then another for Thursday, as multiple entries cannot be made at the same time.
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Likelihood to Renew
Pegasystems
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
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Verint
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.
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Usability
Pegasystems
Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..
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Verint
I gave this rating because Verint Workforce Management consistently delivers accurate forecasts, clear visibility of staffing gaps, and reliable long‑term planning insights. It simplifies complex modelling, supports data‑driven decisions, and improves confidence in resourcing and budgeting. Overall, it strengthens workforce planning effectiveness and reduces the manual effort previously required. Thanks.
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Support Rating
Pegasystems
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
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Verint
The team always work diligently to provide answers to my questions and fixes to my issues. The support team has remained consistent and is familiar with our business needs and that is something that is very beneficial as we grow and change
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In-Person Training
Pegasystems
No answers on this topic
Verint
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.
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Online Training
Pegasystems
The online training is an excellent one, but still it is missing hands on development.
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Verint
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.
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Implementation Rating
Pegasystems
Implementation is totally depend up on the requirement
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Verint
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.
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Alternatives Considered
Pegasystems
We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.
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Verint
Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.
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Return on Investment
Pegasystems
  • For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
  • We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
  • Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users
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Verint
  • 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.
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ScreenShots

Verint Workforce Management Screenshots

Screenshot of a comparison of forecasted volumes for all channels by week, day of week and time of day.Screenshot of the interface to build and analyze capacity models for multi-channel, multi-site and multi-skilled environments.Screenshot of employee schedules showing breaks, lunches, task/work types assigned, and adherence to schedule.Screenshot of intraday volumes against forecasted and actual by queue.Screenshot of the app that provides employee access to schedules, request management, and performance data via the MyVerint mobile app.Screenshot of an example of shrinkage analysis in real-time, AI-driven dashboards with natural language insights and anomaly detection.