We performed a comparison between Calabrio WFM and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management."The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."
"We are able to see the calls in queue and able to see if someone is available or not."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"Customer support is terrific. The team is personable, informed, and responsive."
"Being able to listen in on a call, which is exceptionally good with training."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."
"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"It could improve the quality of calls."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"If you have hundreds of books, the initial download is slow."
Calabrio WFM is ranked 7th in Workforce Engagement Management while NICE CXone is ranked 4th in Workforce Engagement Management. Calabrio WFM is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Calabrio WFM writes "The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Calabrio WFM is most compared with Genesys Cloud CX, Verint Open CCaaS, Aspect Workforce Optimization, NICE Workforce Optimization and Genesys PureConnect, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Cisco CCX.
See our list of best Workforce Engagement Management vendors.
We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
