Pega Platform vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Pega Platform
Score 5.6 out of 10
N/A
Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
$35
per month per user* (or $0.45 per case**)
Verint Workforce Engagement (discontinued)
Score 6.9 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
Pricing
Pega PlatformVerint Workforce Engagement (discontinued)
Editions & Modules
Low-code Factory Edition
$35
per month per user* (or $0.45 per case**)
Standard Edition
$90
per month per user* (or $0.80 per case**)
Enterprise Edition
Custom Quote
No answers on this topic
Offerings
Pricing Offerings
Pega PlatformVerint Workforce Engagement (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details*500 named user minimum. Additional users available in blocks of 100. Billed annually. Based on a 3-year term. **350,000 cases / year minimum. Additional cases available in blocks of 150,000.
More Pricing Information
Community Pulse
Pega PlatformVerint Workforce Engagement (discontinued)
Top Pros
Top Cons
Features
Pega PlatformVerint Workforce Engagement (discontinued)
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Pega Platform
8.8
62 Ratings
8% above category average
Verint Workforce Engagement (discontinued)
-
Ratings
Dashboards9.061 Ratings00 Ratings
Standard reports8.661 Ratings00 Ratings
Custom reports8.660 Ratings00 Ratings
Process Engine
Comparison of Process Engine features of Product A and Product B
Pega Platform
7.8
65 Ratings
7% below category average
Verint Workforce Engagement (discontinued)
-
Ratings
Process designer8.064 Ratings00 Ratings
Process simulation6.056 Ratings00 Ratings
Business rules engine9.064 Ratings00 Ratings
SOA support9.050 Ratings00 Ratings
Process player9.447 Ratings00 Ratings
Support for modeling languages5.46 Ratings00 Ratings
Form builder9.658 Ratings00 Ratings
Model execution6.055 Ratings00 Ratings
Collaboration
Comparison of Collaboration features of Product A and Product B
Pega Platform
9.0
50 Ratings
7% above category average
Verint Workforce Engagement (discontinued)
-
Ratings
Social collaboration tools9.050 Ratings00 Ratings
Content Management Capabilties
Comparison of Content Management Capabilties features of Product A and Product B
Pega Platform
4.4
9 Ratings
61% below category average
Verint Workforce Engagement (discontinued)
-
Ratings
Content management4.49 Ratings00 Ratings
Best Alternatives
Pega PlatformVerint Workforce Engagement (discontinued)
Small Businesses
Square 9 Softworks
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Score 9.8 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Square 9 Softworks
Square 9 Softworks
Score 9.8 out of 10
Zoom Contact Center
Zoom Contact Center
Score 8.9 out of 10
Enterprises
CMW Platform
CMW Platform
Score 9.2 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Pega PlatformVerint Workforce Engagement (discontinued)
Likelihood to Recommend
5.5
(73 ratings)
8.5
(11 ratings)
Likelihood to Renew
10.0
(7 ratings)
7.2
(8 ratings)
Usability
9.0
(1 ratings)
8.0
(1 ratings)
Support Rating
10.0
(7 ratings)
9.0
(1 ratings)
Online Training
8.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
8.0
(1 ratings)
User Testimonials
Pega PlatformVerint Workforce Engagement (discontinued)
Likelihood to Recommend
Pegasystems
Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.
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Verint
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
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Pros
Pegasystems
  • Quick development time. Much of the Pega "rules" are easy to configure and implement.
  • Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
  • Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.
Read full review
Verint
  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Read full review
Cons
Pegasystems
  • Need more learning materials. For Beginners who have previous programming experience with another language takes more time to learn.
  • If the developer is met with an issue in pega platform , they have to rely on Pega supporting team to fix it.
  • Customization is available but is not encouraged. Pega does not support faults that occur in customized solutions.
Read full review
Verint
  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
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Likelihood to Renew
Pegasystems
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
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Verint
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
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Usability
Pegasystems
Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..
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Verint
Because its great
Read full review
Support Rating
Pegasystems
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
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Verint
Because its excellent tool
Read full review
Online Training
Pegasystems
The online training is an excellent one, but still it is missing hands on development.
Read full review
Verint
No answers on this topic
Implementation Rating
Pegasystems
Implementation is totally depend up on the requirement
Read full review
Verint
I do not have any key insights regarding implementation of Verint
Read full review
Alternatives Considered
Pegasystems
We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.
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Verint
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
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Return on Investment
Pegasystems
  • For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
  • We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
  • Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users
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Verint
  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
Read full review
ScreenShots