TrustRadius: an HG Insights company

Amazon Connect vs. Verint Workforce Management

Save this comparison

Save this comparison

Amazon Connect

45 Reviews and Ratings

Verint Workforce Management

177 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Amazon Connect

    Score8.8 out of 10
    		N/ALaunched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

    $0

    per profile/per month

    Verint Workforce Management

    Score8.2 out of 10
    		N/AVerint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations. The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the…N/A
    Pricing
    Amazon ConnectVerint Workforce Management
    Editions & Modules
    Customer Profiles
    $0.0025
    per profile/per month
    Chat
    $0
    per message
    Contact Lens (5 million+ monthly minutes)
    $0.0125
    per minute
    Contact Lens (first 5 million monthly minutes)
    $0.015
    per minute
    Voice
    $0.02
    per minute
    Voice ID
    $0.025
    per transaction
    Tasks
    $0.04
    per task
    WFM Enterprise
    -
    per month per user
    WFM Enterprise
    -
    per month Per volume
    WFM Enterprise
    -
    per month per user
    WFM Enterprise
    -
    per month Per volume
    Offerings
    Pricing Offerings
    Amazon ConnectVerint Workforce Management
    Free Trial
    YesNo
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details—Verint offers a named user pricing model with SaaS and on-premise delivery methods.
    More Pricing Information
    Community Pulse
    Amazon ConnectVerint Workforce Management
    Considered Both Products
    Amazon AWS
    No answer on this topic
    Verint
    Verified User
    Chose Verint Workforce Management
    N/A
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Amazon ConnectVerint Workforce Management
    Contact Center Software
    Comparison of Contact Center Software features of Amazon Connect and Verint Workforce Management
    Feature
    Amazon Connect
    7.1
    4 Ratings
    Verint Workforce Management
    -
    Ratings
    Agent dashboard5.04 Ratings00 Ratings
    Validate callers7.04 Ratings00 Ratings
    Outbound response7.04 Ratings00 Ratings
    Call forwarding7.04 Ratings00 Ratings
    Click-to-call (CTC)7.04 Ratings00 Ratings
    Warm transfer9.04 Ratings00 Ratings
    Predictive dialing5.03 Ratings00 Ratings
    Interactive voice response6.04 Ratings00 Ratings
    REST APIs9.03 Ratings00 Ratings
    Call scripts5.04 Ratings00 Ratings
    Call tracking7.04 Ratings00 Ratings
    Multichannel integration9.04 Ratings00 Ratings
    CRM software integration9.04 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Amazon Connect and Verint Workforce Management
    Feature
    Amazon Connect
    5.7
    4 Ratings
    Verint Workforce Management
    -
    Ratings
    Inbound call routing9.04 Ratings00 Ratings
    Omnichannel inbound routing5.04 Ratings00 Ratings
    Recording7.04 Ratings00 Ratings
    Quality management7.04 Ratings00 Ratings
    Call analytics3.04 Ratings00 Ratings
    Historical reporting5.04 Ratings00 Ratings
    Live reporting5.04 Ratings00 Ratings
    Customer surveys5.04 Ratings00 Ratings
    Customer interaction analytics5.04 Ratings00 Ratings
    Workforce Management Software Features
    Comparison of Workforce Management Software Features features of Amazon Connect and Verint Workforce Management
    Feature
    Amazon Connect
    -
    Ratings
    Verint Workforce Management
    7.5
    45 Ratings
    Scheduling and Shift Management00 Ratings7.945 Ratings
    Leave Management00 Ratings7.533 Ratings
    Workforce Reporting and Analytics00 Ratings7.643 Ratings
    Workforce Compliance Monitoring00 Ratings7.830 Ratings
    Mobile Accessibility00 Ratings6.621 Ratings
    Task Assignment and Tracking00 Ratings7.122 Ratings
    Forecasting and Resource Planning00 Ratings7.540 Ratings
    Staffing Forecasting and Resource Planning00 Ratings7.639 Ratings
    Shift Swapping and Time-Off Requests00 Ratings7.837 Ratings
    User Ratings
    Amazon ConnectVerint Workforce Management
    Likelihood to Recommend
    7.0
    (4 ratings)
    8.2
    (134 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    8.4
    (17 ratings)
    Usability
    -
    (0 ratings)
    7.6
    (53 ratings)
    Support Rating
    -
    (0 ratings)
    6.8
    (7 ratings)
    In-Person Training
    -
    (0 ratings)
    6.4
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.3
    (2 ratings)
    Implementation Rating
    -
    (0 ratings)
    6.2
    (6 ratings)