Calabrio Teleopti WFM vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Calabrio Teleopti WFM
Score 7.9 out of 10
N/A
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.N/A
Verint Workforce Engagement (discontinued)
Score 6.9 out of 10
N/A
Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.N/A
Pricing
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Considered Both Products
Calabrio Teleopti WFM

No answer on this topic

Verint Workforce Engagement (discontinued)
Chose Verint Workforce Engagement (discontinued)
Verint WFM provides a lot more functionalities which met our requirements. It is also integrated with a wider range of CRM systems.
Top Pros
Top Cons
Best Alternatives
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.1 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Genesys Multicloud CX (discontinued)
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Likelihood to Recommend
9.1
(9 ratings)
8.5
(11 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(8 ratings)
Usability
9.0
(1 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Calabrio Teleopti WFMVerint Workforce Engagement (discontinued)
Likelihood to Recommend
Calabrio
Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
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Verint
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
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Pros
Calabrio
  • Schedule management is intuitive and easy to follow
  • The ability for agents to request and swap shifts works well
  • Agent tools for viewing schedules and requests is user friendly
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Verint
  • 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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Cons
Calabrio
  • System uptime. We use their cloud solution and unfortunately there's been a number of outages.
  • PTO management, could use more features like waitlisting, time off canceling and offline management
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Verint
  • 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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Likelihood to Renew
Calabrio
No answers on this topic
Verint
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
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Usability
Calabrio
It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.
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Verint
Because its great
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Support Rating
Calabrio
No answers on this topic
Verint
Because its excellent tool
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Implementation Rating
Calabrio
No answers on this topic
Verint
I do not have any key insights regarding implementation of Verint
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Alternatives Considered
Calabrio
I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.
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Verint
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
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Return on Investment
Calabrio
  • They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
  • In general, the software is very easy to use and offers a wide range of working functions.
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Verint
  • 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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ScreenShots