DCDial vs. Verint Workforce Management Professional

This software is very useful to all companies that want to increase their sales through customer service or call centers for their sales. It has worked very well for us, being able to solve minor failures, it is one of the best-priced software, compared to everything it offers.

Incentivized

For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.

Incentivized

• I like that you can record the call you have with your customers, this way, we can, later on, review it and know the mistakes and successes we had.
• It also allows call routing, so we can channel the different calls to different agents, depending on the customer and their requirements.
• It allows us to integrate to the system, our CRM in use, to have in the same software all the management of activities and tasks. In addition, it has its own API integration to integrate much other software.

Incentivized

• User friendly for schedule updates
• Easy standard reporting
• Good integration with Salesforce

Incentivized

• I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.

• Should better show chart for better analysis.
• Filter is resetting every time I open the tool.
• Some reports can be included or combined in one place.

Incentivized

Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.

Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time

I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.

It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.

Verint Monet is user-friendly and so easy to understand even for first-time users. It can be fully maximized not just by admin, but also by agents. Reporting and analytics have been made simple and easy to create an analysis with. It's not complicated to use Verint Monet at all! So far, it exceeds our expectations.

• Our team managed to eliminate the number of unproductive calls.
• We were able to increase agent connection rates.
• Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).

• Positive in a way [because] we can manage our daily staffing.
• [It helps] planning [the] schedule ahead of time.
• [It would be] best if we [could] customize the interface based on [the] company's aesthetic.