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NICE CXone vs Alvaria Workforce Comparison

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Overview

Category Leaders

NICE Cxone delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Alvaria Workforce is a high-performance contact center software solution that provides forecasting, planning, scheduling,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet
No screenshots yet

Pricing

Starting from

100

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

532

5

4

3

2

1

237

197

67

18

13

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

4.2

249

5

4

3

2

1

90

129

26

3

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

Pros

It very easy to navigate. Has been very reliable for us over the years, love the reports that are built into the system.
I like the ability to use the forecasting module for Budget and staff forecasts. The ability to multi skill and see staffing numbers is impactful to my business.
I like the ease of running forecasts and how it helps me meet my weekly forecast goals.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Cons

A struggle for the staff is the inability to enter PTO requests in a range or have the system automatically approve PTO day that are available if the submission was entered in a range.
What I dislike is speed problem on Aspect servers.
My complaint is that you have to put each every date that you need off verses just clicking a dates on a calendar.
  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features127
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Attendance Management
  • Attendance Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Employee Self Service
  • Employee Time Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • Leave Tracking
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Sick Leave Tracking
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Vacation/Leave Tracking
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features54
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Attendance Management
  • Attendance Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Employee Self Service
  • Employee Time Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • Leave Tracking
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Sick Leave Tracking
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Vacation/Leave Tracking
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations42
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations1
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

JS
AvatarImg

Jim S.

Information Technology and Services, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Gold standard of contact center software & management

Reviewed 3 years ago
Pros

Technical Customer Support manager is top-notch ACD / IVR configuration was a snap. We were up and running in almost no time

Cons

Workforce Management module configuration is a bit tricky

Vendor response

Thank you for your review!

AvatarImg
AvatarImg

Joshua D.

Hospital & Health Care, 501-1,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Best Enterprise Software

Reviewed 4 years ago
Pros

Customizability of all things workforce management. Integrated ACD.

Cons

There isn't one thing I've come across that I dislike.

SN
AvatarImg

Sean N.

Computer Software, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Cloud Customer Experience

Reviewed 3 years ago
Pros

Thew workforce optimization features allow for a fully customizable voice recording and downstream action plan.

Cons

Deployment of any new software takes lead time and planning, but this was easier than most IMO.

Vendor response

Sean, we are glad to hear your deployment went well. We are looking forward to a long and successful relationship.

AvatarImg
AvatarImg

Jennifer C.

Consumer Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

NICE WFM

Reviewed 4 years ago

Overall, I think that NICE Workforce Management is the best WFM software that we have used.

Pros

NICE workforce management is very useful when it comes to both scheduling of associates, and managing time off requests. It allows you to see your teams all in one, and make modifications to their scheduling right from the same screen.

Cons

We have had some kinks with NICE over the few years that we have used it. We managed to iron them out, however, it was rather frustrating at the time when trying to work around issues with time off requests, and not being able to locate associates who were put into teams incorrectly by our WFM team.

TN
AvatarImg

Tron N.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

NICE CXone logo

NICE CXone

inContact WFM

Reviewed 6 years ago

inContact Workforce Management gives a good visual representation of employees and gives both supervisors and agents visibility on times and expectations.

Pros

No pros were added to this review

Cons

No cons were added to this review

SS
AvatarImg

Somveer S.

Health, Wellness and Fitness, 5,001-10,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Nice to use one of the best tools

Reviewed 2 years ago

Very Nice tool to work with little improvements needed

Pros

Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly

Cons

could be more user friendly with real time skilling, reports and integrations

Vendor response

Thanks very much for your comments, Somveer.

AR
AvatarImg

Verified reviewer

Chemicals, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

InContact Review - From an Admin Perspective

Reviewed 3 years ago

Over all my experience with InContact for 4+ Years has been Great! The customer Service and Technical support teams are wonderful and do timely provide updates on issues logged. The Product itself is quiet robust. Ease of use and ease of access is wonderful and adds a lot of flexibility to the workforce

Pros

The Ease of use, in terms of InContact be PaaS solution, where I can use it from any location, anywhere and anytime.

Cons

Dependencies on multiple sub-vendors and contractors for fulfillment of calls landing into regions outside of the US

Vendor response

Thanks for your review!

AvatarImg
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Gabriel O.

Telecommunications, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

Make things easier

Reviewed 4 years ago

It's a pretty nice tool, I really like it and use it every day.

Pros

I can have historical data to run actual information and have an accurate view for the future.

Cons

It has a lot of functions and it's difficult to understand some of them.

LH
AvatarImg

Lisa H.

Financial Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

like the functionality

Reviewed 6 years ago

performance management information and scheduling. It would be nice to have a mobile option

Pros

The varying levels of reporting info, summary and agent details. The administration is heavy for thousands of users

Cons

expensive and hard to administer for thousands of users. Need mass maintenance and upload or API interface.

Vendor response

Thank you for taking the time to review Aspect Workforce Management. We are glad that you like the functionality and have forwarded your feedback on the heavy administration on to our internal teams so we can continue to improve the solution. Thank you for your feedback and being an Aspect customer - we truly value our relationship with you. -The Aspect Team

SK
AvatarImg

Swaroop K.

Computer Software, 5,001-10,000 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

Aspect WFM Review

Reviewed 4 years ago

Tracking a live contact center and using the statistics has helped to increase the productivity of CC.

Pros

WFM has a very nice feature for Tracking and live Updates

Cons

The UI needs to be more improvised and fetching reports .

NR
AvatarImg

Natalie R.

Hospitality, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

WFM is a good product, the WFO suite is great for our agents

Reviewed 6 years ago

The software has help with efficiencies and has enable agent empowerment.

Pros

The agent dashboard is great! Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.

Cons

We are on version 8.0 and supervisors and admins don't have access to the dashboard but are expected to support agents. We are looking forward to upgrading to a newer version to enable shift trades through WFO.

Vendor response

Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear such good feedback from AccorHotels, and we¿re so happy that you like the dashboards! We value having you as a customer and hope your upgrade goes smoothly. -The Aspect Team

TL
AvatarImg

Tiffany L.

Retail, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

We love WFM!

Reviewed 6 years ago
Pros

We enjoy all of the different options for the CSR's and admins. Has a nice flow and setup. The help desk is easy to work with.

Cons

Currently the API issues for chat integration from other chat vendor. Currently you can no save any filters on WFO.

Vendor response

Thank you for taking the time to review Aspect Workforce Management. The team here at Aspect is thrilled to hear that you love the product! We appreciate your feedback and we have forwarded your comments on to our internal teams. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

AC
AvatarImg

Allison C.

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Alvaria Workforce logo

Alvaria Workforce

The WFM tool is impressive, especially when it comes to the WFO quality application.

Reviewed 6 years ago
Pros

The Aspect Workforce Management tool is quite an impressive application for our company to use; especially when it comes to the Workforce Optimization Quality tool. I love the ability to add annotations and attachments to scorecard evaluations.

Cons

It would be nice if the software had the capability to update scorecard templates, instead of having to go in AQM to do so.

Vendor response

Thank you for taking the time to review Aspect Workforce Management and are thrilled that you are impressed with the solution! We appreciate your feedback and we have forwarded all of your comments on to our internal teams to review. Thank you for being an Aspect customer - we truly value our relationship with you. -The Aspect Team

TG
AvatarImg

Travis G.

Consumer Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Alvaria Workforce logo

Alvaria Workforce

The Classic Phone Center Software

Reviewed 4 years ago

Great solution for forecasting and scheduling traditional inbound phone operations

Pros

Nice suite of tools for Forecasting and Scheduling for the contact center. Options to forecast long term and short. Precise intraday staffing looks. Scheduling tools to manage long range base position and request management.

Cons

Limited support for non-phone forecasting and staffing. Difficult to care for the scheduling needs in a global 'Gig' economy

Vendor response

Travis, thank you for taking the time to review Aspect WFM. I have great news to share with you. We actually roiled our multi- channel/ non-voice scheduling and forecast in Aspect WFM as part of our 2016 release, and have been enhancing those features in every release. We are also adding brand new functionality to help manage the gig work in a more effective way. We look forward to your company upgrading to our most recently release so you can take advantage of these improvements. Thanks again for your review and your business! - Chrissy Cowell, Director, Workforce Optimization, Product Management