WFM Solutions and Vendors Are Not All the Same
Intradiem, founded in 1994, is a privately held company headquartered in Alpharetta, Ga. Intradiem is the provider of Intradiem Intraday Automation Suite, a software-as-a-service (SaaS)–based platform for optimizing intraday staffing, schedules, and queue/channel assignments. Intradiem sells primarily on a direct basis, except in the United Kingdom, where most sales are through partners. Intradiem’s target market is contact centers and back-office operating environments with 500-plus seats. Intradiem Intraday Automation is deployed in the cloud and also offered as a managed service.
NICE is a public company (NASDAQ: NICE) headquartered in Ra’anana, Israel. Founded in 1986, the company employs 4,800 people worldwide. NICE consists of two global business units: Enterprise, which encompasses contact centers, trading floors, branches, and back offices, and Actimize, which provides solutions to mitigate financial crime and risk and to monitor compliance. (NICE purchased inContact in November 2016; the newly acquired company is being operated independently of its parent.) The sweet spot for NICE WFM (IEX) is contact centers with 150 to 1,500 seats. This solution is offered as an on-premises, cloud-based, or hybrid solution that can be purchased as an integrated component of NICE’s WFO suite or on a stand-alone basis. NICE WFM has out-of-the-box integrations to leading ACDs. NICE has also recently come to market with a new WFM solution called Evolve, a cloud-based solution for small and midsize contact centers.
Teleopti, founded in 1992 and headquartered in Stockholm, Sweden, is a best-of-breed WFM vendor, recognized as a leading provider in Northern Europe. The company has 170 employees worldwide, including a growing presence in the United States and Canada. Teleopti targets contact centers and back-office operating environments with complex business requirements and work rules. Teleopti sells primarily on an indirect basis, and its target market is organizations with 100 to 3,000 seats. Teleopti WFM is offered on-premises and in the cloud via partners. Teleopti has out-of-the-box integrations to leading ACDs.
Verint Systems is a public company (NASDAQ: VRNT) founded in 1994 and headquartered in Melville, N.Y.; it has 5,000 employees worldwide. Verint is a global provider of customer engagement and WFO applications for contact center, back-office, and branch environments. It also offers solutions for enterprise security and intelligence, fraud, risk, and compliance. Verint sells on a direct and indirect basis in North America and the United Kingdom, and via a network of global partners in the rest of the world. Its sweet spot is contact centers and back-office environments with 400 to 2,000 seats. Verint offers on-premises, cloud-based, hybrid, or managed-service deployments, and it has out-of-the-box integrations to leading ACDs.
WorkFlex is a privately held company founded in 2009; it has 40 employees and is headquartered in Cincinnati. WorkFlex specializes in intraday workforce automation and optimization applications. It sells primarily on a direct basis in North America and Asia and indirectly through partnerships with vendors such as NICE and Genesys in other parts of the world. WorkFlex’s SaaS-based solutions are deployed in the cloud and are also offered as a managed service. WorkFlex’s sweet spot is contact centers with 400-plus seats.
There are many more WFM vendors in the market, and DMG has analyzed many of their solutions. If you are looking at a vendor that is not included in the article, please reach out to DMG and we’ll provide guidance.
WFM remains the most important productivity tool in contact centers and is increasingly valuable because it can help companies deliver a personalized customer experience. Enterprises need flexible and accurate WFM solutions, supported by best practices that position them to realize the greatest benefits and return on their investment. Companies are also looking for enterprise-wide WFM solutions that address the requirements of their back-office operating environments and branches (including retail stores). Interest in (and demand for) full-featured enterprise-level WFM solutions has never been greater, and vendors are waking up to the opportunity.
Donna Fluss is president of DMG Consulting. For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.
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