| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 Verint Workforce Engagement (discontinued) | Score6.9 out of 10 | N/A | Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued. | N/A |
 Zendesk Suite | Score8.8 out of 10 | N/A | Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low. | $69 per month per agent |
| Verint Workforce Engagement (discontinued) | Zendesk Suite | |||||||||||||||
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| Editions & Modules | No answers on this topic |
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| Offerings |
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| Entry-level Setup Fee | No setup fee | Optional | ||||||||||||||
| Additional Details | — | 20% discount available with annual pricing. | ||||||||||||||
| More Pricing Information | ||||||||||||||||
| Verint Workforce Engagement (discontinued) | Zendesk Suite | |
|---|---|---|
| Considered Both Products | Chose Verint Workforce Engagement (discontinued) Verint WFM provides a lot more functionalities which met our requirements. It is also integrated with a wider range of CRM systems. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | No answer on this topic |
| 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 | |
| Verint Workforce Engagement (discontinued) | Zendesk Suite | ||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Incident and problem management |
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| Self Help Community |
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| Multi-Channel Help |
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| Verint Workforce Engagement (discontinued) | Zendesk Suite | |
|---|---|---|
| Likelihood to Recommend | 8.5 | 9.0 |
| Likelihood to Renew | 7.2 | 10.0 |
| Usability | 8.0 | 8.9 |
| Availability | - | 8.6 |
| Performance | - | 8.0 |
| Support Rating | 9.0 | 5.5 |
| In-Person Training | - | 10.0 |
| Online Training | - | 7.9 |
| Implementation Rating | 8.0 | 9.0 |
| Configurability | - | 9.3 |
