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NICE CXone vs Verint Workforce Management 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.

Verint® Workforce Management™ helps organizations to optimize resources across all engagement channels with AI-powered forecasting...

  • 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

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

519

5

4

3

2

1

228

195

65

18

13

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

4.3

15

5

4

3

2

1

6

8

0

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
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

I like that I can input my days off and immediately see if they are approved based on my department's availability.
I like how easy it is to use. I like how I can quickly request time off through our workforce management program and get a response right away.
It's ease of access and overall platform makes it easy to understand compared to similar products.

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

I hate working only with the mouse. With this software, the keyboard shortcuts and fast work is almost null.
The desktop application is a very slow program, which makes real time adherence monitoring is horrible.
There are no instructions or even the slightest semblance of intuitive control. If you don't work and have days to research online how to do EVERYTHING, then this is the product for you.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features129
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Approval Workflow
  • Archiving & Retention
  • Attendance Management
  • Attendance Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Behavior Tracking
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • 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
  • Clock In / Out
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • 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
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Activity Monitoring
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Portal
  • Employee Profiles
  • Employee Scheduling
  • Employee Self Service
  • Employee Time Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Facility Scheduling
  • Feedback Management
  • File Transfer
  • Forecasting
  • IVR / Voice Recognition
  • Idle Time Monitoring
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • Leave Tracking
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Messaging
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Online Time Clock
  • Outbound Call Center
  • Overtime Calculation
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Productivity Analysis
  • Progress Tracking
  • Progressive Dialer
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Management
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Schedule Distribution
  • Scheduled Recording
  • Scheduling
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Sick Leave Tracking
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Team Calendars
  • Team Chat
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time & Expense Tracking
  • Time Off Management
  • Time Off Requests
  • Time Tracking
  • Timesheet Management
  • Usage Tracking/Analytics
  • Vacation/Leave Tracking
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Website Integration
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features87
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Approval Workflow
  • Archiving & Retention
  • Attendance Management
  • Attendance Tracking
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Behavior Tracking
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • 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
  • Clock In / Out
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • 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
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Activity Monitoring
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Portal
  • Employee Profiles
  • Employee Scheduling
  • Employee Self Service
  • Employee Time Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Facility Scheduling
  • Feedback Management
  • File Transfer
  • Forecasting
  • IVR / Voice Recognition
  • Idle Time Monitoring
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • Leave Tracking
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Messaging
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Online Time Clock
  • Outbound Call Center
  • Overtime Calculation
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Productivity Analysis
  • Progress Tracking
  • Progressive Dialer
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Management
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Schedule Distribution
  • Scheduled Recording
  • Scheduling
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Sick Leave Tracking
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Team Calendars
  • Team Chat
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time & Expense Tracking
  • Time Off Management
  • Time Off Requests
  • Time Tracking
  • Timesheet Management
  • Usage Tracking/Analytics
  • Vacation/Leave Tracking
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Website Integration
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations41
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations11
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM