Eleveo vs. Verint Workforce Management

Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.

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For workforce management, more so in the customer care department, Verint Workforce Management is the best as it makes matching resources with needs easy. It enhances scheduling, and thanks to the smooth match, handling customer issues becomes easy, and this enhances customer experience.

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• Screen share software from other programs for others.
• Volume control where I can share videos without the consequences of breaking audio or bad buffering.
• A great camera where I can show myself and others without any evidence of bad camera or statics.

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• I love the color ribbons that can be set up universally for all our business lines.
• The mobile application is easy to use and our agents love it.
• I love the security within the application- customizing who gets what access is great!

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• The user to manipulate the tool has to full pass through training.
• Support availability is low.
• Complex project handling is also slow.

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• It is very technical. It is not something that you can just jump into. It took me a while to train my other contact center managers on how to use it and I just actually recently got an employee who was helping me manage the workforce management variance system and it just takes a lot of time and patience in order to learn the full gamut of how shifts go together. And this goes into this and you have to do one piece right or nothing else works in the end and the activities. It is just a lot when you come from not doing anything close to that.

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Whilst Verint Workforce Management is doing much of the work we were hoping it would do, there are some limitations that cause hesitancy when deciding if it is the tool for the future. No further exploration has taken place to seek alternatives to date. It is good for the Contact element of our business but not for the rest of the business, meaning we have to use two planning tools currently.

I have worked within the system for several years and have not found a separate WFM system that is comparable or has as many features as Verint. There are comparable systems for scheduling , forecasting and PTO allotment. however I have not been able to find one with all three

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At the moment there is no reason to use the ZOOM support.

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The team always work diligently to provide answers to my questions and fixes to my issues. The support team has remained consistent and is familiar with our business needs and that is something that is very beneficial as we grow and change

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Training was covered in full day sessions that went very fast with no way of recording the information for later review. This made it hard to capture & retain all the details of information.

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Training is more broad on specific use cases. It would be good to have training based on our current situations as we deal with so many unique setups & client needs.

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The team helping us did a great job training our WFM leaders on how to use the tool from forecasting, to schedule updates to maintenance. They allowed us to be involved in implementation but also did a lot of the initial heavy lifting allowing us to stay focussed on the tasks at hand. It was a great experience and one I would hope occurs again should we ever need to implement a new tool again.

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ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.

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Verint Workforce Management is superior in many ways to other programs, though there are aspects of the others that may be a bit better. Overall, Verint has more pros than cons when compared to other scheduling software, it is simply in need of improvement in some areas.

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• Staff feels more equipped to handle calls well.
• Follow up after calls have been more successful.
• Benchmarking process improvements is easier.

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• Staffing optimization - With the Verint tool, we have been able to optimize our workforce, reduce our staff and centralize our processes.
• Employee Engagement - Our employees always know where their performance stands so they can take ownership in their performance.
• We have implemented WFM in several areas of the company and have been able to improve those departments which have never had a tool to help in back office operations.

Incentivized