Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions)

Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction.

The core capabilities of WEM products include:
•	Evaluation and improvement
•	Time management
•	Metrics and recognition (that is, performance management)
•	Assistance and task management
•	Voice of the employee (VoE) feedback
•	Recruitment and onboarding

Verint Workforce Optimization

Verint

Zoom Workforce Optimization

ZOOM International

NICE Workforce Management (WFM)​

NICE

Calabrio ONE

Calabrio

Aspect Workforce

Aspect

Genesys Cloud CX

Genesys

Five9 Intelligent CX Platform

Five9

Calabrio Quality Management

NICE Engage Platform

NICE inContact

Workforce Optimization product from InVision

Peopleware

isolved People Cloud

isolved

Calabrio Teleopti Workforce Management

Avaya Contact Center

Avaya (Verint)

Calabrio Workforce Management

Workforce Engagement Management product from Talkdesk

Talkdesk

NICE Quality Management

8x8 Contact Center

Workforce Optimization product from Avaya (KnoahSoft)

Avaya (KnoahSoft)

Monet WFM

Verint Monet

Workforce Engagement Management product from InVision

InVision

MiContact Center Management and Reporting Applications

Mitel

Workforce Engagement Management product from When I Work

When I Work

OpenText Qfiniti

OpenText

Calabrio Call Recording

Vonage Contact Center

Ericsson (Vonage)

storm CONTACT

Content Guru

NICE Uptivity Workforce Engagement Management

Aspect Performance

Workforce Engagement Management product from Jacada

Jacada

Click2Coach

Envision

Virtual Observer Workforce Engagement Management

Virtual Observer

Workforce Optimization product from Portage Communications

Portage Communications

OnSemble

OnBoard

Workforce Optimisation

Netcall

Workforce Optimization product from Altitude

Enghouse Interactive

COMMUNITY Workforce Management

TelStrat WFO

Encore Workforce Optimization Suite

DVSAnalytics

Workforce Optimization product from Pipkins

Pipkins

OneTone.ai

Puzzel

Teleopti - VoiceCyber WFO

VoiceCyber

Workforce Engagement Management product from Cognia

Smarsh (Cognia)

Workforce Engagement Management product from Odigo

Odigo

Workforce Engagement Management product from Tethr

Tethr

Workforce Engagement Management product from Voci

Voci

Aspect Motivate

Assembled

Nubitalk Cloud

Collab

OneContact WFO

Workforce Engagement Management product from FurstPerson

FurstPerson

Workforce Engagement Management product from Sharpen Technologies

SharpenCX

Quality Head

I use the Effective Call Scoring feature which supports me to provide consistent and fair evaluation of agents. I also use strong reporting and analytics tools which help me to understand customer interaction with my product. The pricing is a little bit expensive but due to its functionality I chose Calabrio.

Quality Assistance

Calabrio One Suite is incredible intuitive and easy to navigate.  It is easily customizable to the needs of the organization, which makes administering the program very simple.

Client Experience Expert

One of our core values is delivering good customer experience whether physically or over the phone. so we use this to monitor customer and agent communication over the phone to ensure quality of service being delivered as well as track performance for call centre agents. this tool is very much reliable from my experience

Senior Project Manager

We are evaluating the product for quality management. The experience with the team has been very good where they were able to provide multiple demonstrations for meeting our requirements.

Engineer

Calabrio quality management is good at  Multi-Channel Data Collection.
It shall be included  Predictive Analytics.

calabrio quality management should be viewed as a great tool that helps monitor the quality of service and deliverable provided to customers. It involves recording interactions with customers and providing instant feedback to employees who engage with client to help improve their interactions.It provides an engagement score to each employee and rate their support and service.It help creates report and dashboards which can be viewed by various internal stakeholders who can know about the performance of their employees

Calabrio has a powerful offering where it helps to monitor the various interaction that are made by employee of an company with customers.it has made possible to check if the various interactions made comply with the various regulation such as HPAA. It also monitors social media interactions and provided feedback to employee so as to help them constructively.It overalls helps improve client interaction and also helps in reporting employee performance to the management that further helps in evaluation and bonus provided to them.

Sofware Development Engineer

As a corporate company, we use Calabrio in our call management. It enables us to increase our quality gradually thanks to the analyzes it offers us. We can notify our customers very quickly and effectively. I love the user interface. Visual graphics are very effective in presentations. As a bank, we pay attention to sharing only the necessary information and encrypting our data in integrations. The security part of the software can improve a little more.

Project Manager

The software dashboard is very simple to understand with information relating to key customer interactions very visible. It has helped us gather key insights from the contact center interactions with great analytics provided on each interaction. 
Employee feedback is also very important to us to track the performance of each employee against set benchmarks Calabrio provides quick access to those. 

Software Engineer

The effect it had after the we got the service was amazing. Better data and customer interactions report, better analytics , automated logging and recording with required compliance and above all on demand analysis with great employee engagement. Awesome experience.

ADVANCED TECHNICAL SUPPORT SPECIALIST

The tool works well once setup to how you want it to be. Getting there can be tough. The interface is also very dated though it works well.

Talent Acquisition Partner

We used this for tracking work in the call center. It's a super complex software that takes time to learn. You'll need trainers to use it effectively. Unfortunately the system will also go down constantly, so be prepared. 

CX Insights Manager

I work with the interaction analytics part of the Verint suite. This is not focused on employee performance, schedules or experience.

Resource Planning Analyst

Verint is good but pedantic, it asks the same questions all the time and won't work if you are slightly wrong. It would be good to be able to give more responsibility to the staff using it or the supervisors without giving it wholly over. 

Global Head Of WFM

Verint is a tool that has a lot of customers in the world. The basic tool is ok, it does what it needs to do, however, it's a bit old fashioned in the user interface, and not really innovative in reporting / API connections.

As a result, It has not enough value for money.

WFM Supevisor

Verint is our new Workforce Optimization tool. We have experienced several issues since we started using it. From running of schedules, overlapped taggings and updates not showing on agents' end.It looks like a huge bad decision.

Customer Insights Manager

Verint WFO provides companies with a valuable tool, which helps manage agent attendance and schedules with a tech savvy way of providing the service.  Our sister brands utilize it but we are unable to do so on our side even though we have other Verint products

Sr Manager WFM

The product is ok but the follow up and resolution of issues is slow. The challenge is that there are many great features and capabilities that are presented to the company but that are not always bought, turned on or included with the upgrade at hand. I have used Verint WFM system at a few different companies now and while a stable product the challenges with the product are the same across each company. The system is slow at times and the interface is not always user friendly. The set up is labour intensive and the forecasts are unreliable at times due to calculations in the background that we can't see.

Workforce Planning Specialist

Verint seems to be a competent system, however, with how large our company is, the servers consistently crash and there are issues with report pulling at different intervals each day.

reports analyst

System is good when it works but only works properly sometimes and even then not the way it was told it is supposed to. Very buggy and requires patches at an alarming rate.

Senior Marketing Executive

Its features really help us to monitor the agents schedules as it effectively displays daily records.

QUALITY ASSURANCE OFFICER

It provides real time guidance and multiple options to maintain quality and offer a better custoemr experience. It carries multiple ranges of capabilities 

Business

Great value gained from a tool every contact center regardless of size should be using.  The forecasting functionality helps us plan staffing and be prepared to serve customers when they need it.  
Even the littlest of things save a lot of time. recently we implemented an email notificationvto the rep and leader whenever there’s a schedule change. No more manually sending emails by our WFM team.  Saves a tremendous amount of time!

Program Manager - Data, Analytics, Produ

We have had Verint now for about 8 months, and it replaced a very similar software. While this version has a few more bells and whistles (can track mouse clicks and keyboard strokes), and it supports more of our workstation builds, I still think it needs improvement for various edge cases. For example, for multiple workstation users, it collects the data, however, it is dependent on our team to have to figure out a way to either aggregate or average the data - something that I believe should be handled by the application itself (especially with AI or similar). 
On the plus side though, it does capture our data (for the most part) as expected, although I still see that there are issues capturing some users.
Overall though, the assistance we receive whenever issues come up are handled fairly quickly. We have a dedicated tech representative that we can refer to, and he is quite helpful.

Application Consultant

Verint's WFO platform has been so very easy to us and adaptable to every business that we assist. From Forecasting and Scheduling, to Performance management and Quality monitoring each application has been great and improving performance and making teams and departments better at what they do.  When you know better, you do better, this WFO package has bought that to the forefront of every client we have worked with.

Senior Manager, Phone Channel Insights

Verint ensures that their product experts work with your experts to facilitate an easy implementation. This model has allowed us to hit the ground running an achieve our ROI within 6 months of implementation. The tool is easy to use and doesn't require a data scientist skill set which is hard to find in most organizations.

Manager Workforce Management/New Hires/T

We have used Verint for several years and found them always will to listen and offer solutions to meet our need.   They have been a good partner to work with through the years and expect the relationship to continue.

Manager, IT Telecom

The Verint Impact 360 WFO module allows us insight into the call center operation that we previously didn't have. It gives us not only the ability to look at the entire call center holistically, but will also let us drill down to teams and individual agents.

Business Systems Analyst

As a user primarily of quality monitoring and speech analytics, the system is capable and provides the tools required to run the business. Reporting is a weak spot for Verint as canned report options are very basic and not easily customized. Speech Analytics reporting is basically non-existent but Verint is making this a focus to create more options for their customers.

Manager Of Workforce Planning

Verint has a lot of product offerings that have helped our organization streamline processes and improve results.

Calabrio Quality Management vs Verint Workforce Optimization

Calabrio Quality Management

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Verint Workforce Optimization

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