Calabrio WFM vs. Verint Workforce Management for Back Office

Calabrio Teleopti WFM must be implemented urgently if there is an organizational problem, time is a primary factor if you want to achieve business success, scheduling meetings and knowing in detail what is the availability of all workers is a job that this product can do without any problem. the operational problem, this product evaluates with supplied data what is the availability of each worker, organizes everything effectively, customer service is also optimal because you can manage the staff and request the comparison of new workers according to the requirements of the entire equipment.

Incentivized

I believe it is well suited for larger companies or companies that are looking to scale larger. It works well for all levels of business, but definitely is great for leaders who seek to better manage their employees and understand the work they are completing or just what they are doing throughout the day

Incentivized

• Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
• Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
• User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
• The installation and onboarding process was pretty smooth considering other launches we've had.

• DPA - da best
• triggers
• Schedule optimization

• PDF preview of a report cannot be scrolled down.
• Sometimes when picking a site it downloads the link as a document.
• N/A

Incentivized

• Your graphs. Sweet lord they are hideous
• Report formats are a struggle bus I hate riding
• Back office quality tracking

It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.

Incentivized

I would say that Verint is very user friendly and is easy to navigate. I have not had any negative experiences with training staff on how to utilize the suite and the feedback I have received has always been positive. I would say that reporting could be easier to navigate and utilize on both the back office and customer side.

Incentivized

We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.

Incentivized

Well team showed up to win, so you beat them out hands down, It was frankly embarrassing for them.

• Our team has saved a significant amount of time by managing schedules in Teleopti
• It also frees up our workforce manager so they don't have to manage shift swaps

Incentivized

• 9 million in the first 2 years
• 3 million subsequent years
• Future benefit is ball-parked at $5.4M