"Union Constraints and Lack of SaaS Limit Functionality in Workforce Management Solution"

Submitted
3.0
3.0
Overall User Rating

Product(s): NICE Workforce Management (WFM)​

Overall Comment:"Hard to negociate with the vendor. We have only WFM suite, without the CCaaS, ans integration works but is hard to manage. We are considering consolidating both solutions"

Lessons Learned

Description
Description

What do you like most about the product or service?

Works well considering we have a few constraints with our Unions

Description
Description

What do you dislike most about the product or service?

Does only WFM, no SaaS (only IaaS) and very costly

Evaluation & Contracting

3.0
Description

Why did you purchase this product or service?

  • Improve compliance & risk management
Description

What were the key factors that drove your decision?

  • Strong consulting partnership
  • Strong services expertise
Description

Which other vendors did you consider in your evaluation?

  • Calabrio
  • Verint
  • Genesys

Integration & Deployment

3.0

Service & Support

3.0

Product Capabilities

3.0

Additional Context

Description

Deployment architecture

Hybrid Cloud and On-premises
Description

In which country(s) did your deployment take place?

Canada
Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
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