Paypro Workforce Management vs. Verint Workforce Management

Paypro Workforce Management has custom report building that is easy to use and manipulate for data you need to pull. The onboarding system is overly complicated and not user friendly. Workflows are overly complicated and a workflow for PAFs is non-existent, causing our company to have to use paper PAF forms.

Incentivized

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.

Incentivized

• Reports, building/adding to reports, and exporting to Excel was a plus
• The search bar was always on the screen to search any employee--very accessible
• Viewing employee information and pay history was very accessible and can be customized
• Entering payroll was very user friendly, easy, and had warnings--different reports to view before sending

Incentivized

• Verint WFM does adherence very well. We were able to customize with our internal company goals which improved our productivity,
• Strategic planner (forecasting). Although there are challenges at times given my company's unique set up, strategic planner has allowed us to paint a more accurate picture of the future.
• Verint also processes PTO requests very smoothly and in a way that makes sense.

Incentivized

• Report Writing: Canned reports are antiquated like a dinosaur. Users should be able to design their own reports like all other systems. Click and it's there. Currently, it's not at all what it can be.
• Very rigid with contract: meaning when a rule change and/or policy has changed the company is charged in order to make the change.
• Integration within the system. There are times when you change the information in the system then it randomly changes another section.

Incentivized

• 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.

Incentivized

We are very happy with the product, our experiences using the product, and the continued support that we have received from the Paypro staff. We fully intend to keep our relationship with Paypro on solid ground. We are not considering replacing this product.

Incentivized

It still functions the way we need it to. But, I am also a person who is keen to the relationships that have been built and it is one of the best I have with any outside vendor. There is work on improvements and updates constantly and when or if I have an issue or problem that needs to be addressed, I know the team is there to help me.

Incentivized

The system is very thorough, has an efficient layout, and is very user-friendly. It can handle massive amounts of data and spit it out in manageable and useful chunks. We obtain tons of workable data from the various reports that the system can provide us. When it comes to payroll and HR, it can handle everything that you need.

Incentivized

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

Incentivized

Support has been amazing from day one! As an organization, we have challenged PayPro with some unique requests and every time they have figured out how to accommodate the request and make it work. Not to say they get it right on the first try but they work any issues all the way through until they get it right.

Incentivized

Verint Support is exceptional. I've never had an issue where the Verint Support analyst was lacking knowledge, didn't take the issue seriously, or not tried working with us to fix our quirky setups. Realizing that each business is different, has different needs, and there isn't a cookie-cutter solution for everyone ... Verint Support always continues to shine for us and help us out when needed.

Incentivized

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.

Incentivized

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.

Incentivized

The Paypro team was organized, professional, kept you on the budgeted timeline, followed up, was patient, experienced and truly cared. You would never think there were understaffed!

Incentivized

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.

Incentivized

Payroll was a horror with ADP. There was never a smooth processing of data. It was almost impossible to get a rep on the phone and when I did - it took no less than an hour (or more) to get the issue resolved. Paypro is a smooth process from beginning to end. If I have a problem I send an email or call a member from out dedicated team and the issue is taken care of quickly.

Incentivized

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.

Incentivized

• Workforce save time in processing . The company can manage the payroll , process by one employee. The company used to have two employees to split the whole company dept; now one employee can manage the whole process.
• It's cheaper than other payroll company.

Incentivized

• We have been able to decrease our workforce staff from 5 users to 3 users due to the automation.
• We have also been able to decrease our staffing by 3% as our agents' time is scheduled so they are available for the correct calls that come into our contact center.

Incentivized