KEY TAKEAWAYS

• According to the sources reviewed for this research, Nice CXone (formerly Nice InContact) is the most popular/used workforce management software and is the best ranked in general, within the group of four considered in this research (Alvaria formerly known as Aspect, Calabrio formerly known as Teleopti, and Verint are the other three. All four software may be well integrated with Salesforce. Verint may be integrated with LivePerson and Talkdesk through Tray, and Teleopti may be integrated with Talkdesk.
• Information about how those workforce management solutions perform in terms of transparency and visibility into worker productivity is not conclusive. We recommend reading the reviews included in this research and other reviews (too many to be read within the scope of this research) available in the public domain to search specifically about those topics.
• According to the sources reviewed for this research, the three chat solutions evaluated in this research have security/authentication and validation features. They are Zendesk, Symphony, and LeapXpert. Zendesk is the most popular/used software and is well ranked in general, within the group of three considered in this report. There are hundreds of reviews about this software on different websites. It is particularly important to check the customer service issue that numerous reviewers mention in their comments. LeapXpert does not appear in some comparisons, so it seems like it is not very popular yet.
• Information about how those chat solutions perform in terms of security and validation is not conclusive in this research. We recommend reading the reviews included in this research and other reviews (too many to be read within the scope of this research) available in the public domain to search specifically about those topics.

INTRODUCTION

• This research is divided into two main sections. The first section concentrates on work management software/solutions, and the second one concentrates on chat solutions. Given the extensive number of solutions, we focused on those mentioned by the client. For work management solutions, we found information about Nice CXone (formerly Nice InContact), Alvaria (formerly Aspect), Teleopti (now known as Calabrio), and Verint. The features offered by them are numerous, so we focused on information about integration with Salesforce, Talkdesk, and LivePerson, as well as general rankings and reviews by current users. For chat solutions, we found information about Symphony and LeapXper. We included Zendesk as a third software, being one of the most popular and recognized as a leader by Gartner. Similarly, we focused on information about security/authentication and validation, as well as general rankings and reviews by current users.
• Further research of additional solutions could be useful to have a wider knowledge about other available options since there are many.

WORK MANAGEMENT SOLUTIONS

General Comments

• It seems like Nice CXone is the most popular/used software and is the best ranked in general, within the group of four considered in this research. There are hundreds of reviews about this software on different websites. According to the information found in the public domain, all four software may be integrated with Salesforce. Verint may be integrated with LivePerson and Talkdesk through Tray, and Teleopti may be integrated with Talkdesk.
• Information about how those software solutions perform in terms of transparency and visibility into worker productivity is not conclusive. We recommend reading the reviews included in this research and other reviews (too many to be read within the scope of this research) available in the public domain to search specifically about those topics.

Nice CXone Integration Capabilities

• Nice's website provides information about which software may be integrated with Nice. It includes Salesforce, but no information about integration with Talkdesk and LivePerson was found neither on Nice's website nor other websites.

 

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Verint Integration Capabilities

• As published by Verint, the Salesforce case integration allows community users to manage and interact with their cases from within the Verint Community platform. The integration gives you the ability to:
• View your Salesforce cases from within the Community
• Update the priority/severity of a case
• Upload attachments to your case
• Two-way communication via case commenting between the community and a Salesforce agent
• Filtering your cases
• Open
• Closed
• Account-level cases
• All Open
• All Closed
• Close a case

• According to Tray, for LivePerson and Talkdesk, Tray states that integration with Verint Systems is easy with the Tray Platform’s robust Verint Systems and LivePerson/Talkdesk connectors, which can connect to any service without the need for separate integration tools.

Teleopti — Calabrio Integration Capabilities

• According to Calabrio's website, Salesforce and Talkdesk are platform partners, its integration is seamless, as shown in the paragraphs below (taken from its website).
• Eliminate these data silos between Salesforce and Calabrio Quality Management by installing the Calabrio Launch: QM Connector. Supervisors are now able to streamline reporting and optimize efficiency in the contact center, increasing the time they need to drive key business objectives. When configured, Salesforce users will easily be able to access call recordings in Calabrio from the Salesforce Service Cloud CRM screen. Once the desired interaction is selected in Service Cloud, Calabrio quickly brings you to that recording, eliminating the tedious efforts of sorting through countless logs.
• Together, Talkdesk and Calabrio give you the right tools to build, manage, and ensure a smooth interaction between agents, supervisors, and your customers – all in the media of their choice. When paired together, Calabrio ONE and Talkdesk help businesses of all sizes lower costs and gain more customer insight while becoming more efficient in day-to-day operations.

• No information was found either on Calabrio's website or on other sites.

Alvaria Integration Capabilities

• According to Alvaria's website, both companies are strategic partners. Alvaria partners with Salesforce to integrate the contact center products of the two companies to benefit our joint customers.

• No information was found either on Alvaria's website or other sites.

General Descriptions published by Capterra

• Nice CXOne by Nice InContact. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.
• Verint. Workforce management solution to increase throughput and reduce costs; automate forecasting and scheduling across teams and divisions. Cloud-based solution that assists businesses of all sizes with quality management, the mobile workforce system, automated chat & email engagement.
• Teleopti. For businesses of all sizes, the workforce management tool helps manage forecast demands, HR operations, back-office processes, and more. Best for 1-1000+ users. On-premise and web-based WFM solution that enables enterprises of all sizes to manage and track custom schedules, budgeting, business collaboration, demand forecasting, HR operations, and more.
• Alvaria (previous Aspect). High-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service, and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work, and delivering an exceptional customer experience. Best for 51-1000+ users. Contact centers with 150+ agents that want to easily manage their workforce across locations, channels, and skills.

Features by Capterra

• Activity Dashboard
• Alerts / Escalation
• Auto-Dialer
• Automated Routing
• Call Recording
• Computer Telephony Integration
• CRM
• Customer Database
• Customer Experience Management
• Customer Surveys
• Email Management
• Employee Coaching Tools
• Feedback Management
• IVR / Voice Recognition
• Knowledge Base Management

• Not available

• Budgeting/Forecasting
• Employee Scheduling
• Performance Metrics
• Time & Attendance
• Variable Workforce

• Budgeting/Forecasting
• Contractor Management
• Employee Management
• Employee Scheduling
• Labor Forecasting
• Performance Metrics
• Skills Tracking
• Time & Attendance
• Variable Workforce

Deployment and Support by Capterra

 

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Ratings and Reviews by Capterra

 

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Ratings by Gartner

 

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Integration and Deployment by Gartner

• By order, information on Alvaria, Nice, Teleopti, and Verint are shown below.

 

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Peer Reviews by Gartner

 

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Reviews about Integration by G2

 

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Teleopti

 

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Reviews about Transparency by G2

 

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Reviews by TrustRadius

 

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CHAT SOLUTIONS

General Comments

• It seems like all three software evaluated in this research have good security/authentication and validation features. Zendesk is the most popular/used software and is well ranked in general, within the group considered in this research. There are hundreds of reviews about this software on different websites. It is particularly important to check the customer service issue that numerous reviewers mention in their comments.
• LeapXpert does not appear in some comparisons, it seems like it is not very popular yet.
• Information about how those software solutions perform in terms of security and validation is not conclusive. We recommend reading the reviews included in this research and other reviews (too many to be read within the scope of this research) available in the public domain to search specifically about those topics.

Reviews about Security in G2

 

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Symphony

 

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Zendesk

 

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LeapXpert Security and Validation Capabilities

• Following there is information about security found on LeapXpert's website.

 

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• According to LeapXpert's top executive, LeapXpert's Federated Messaging Orchestration Platform (FMOP™) empowers companies to securely communicate from a central source to a customer on the messaging app of their choice. It resolves the business, compliance, and regulatory challenges the rise of messaging applications' use in business channels has created. We currently have three of the ten top global banks as customers, with tens of thousands of users.
• Other sources say: It manages employee access, role-based authorizations, multi-factor authentication to maintain control, visibility, and accountability. It ensures that these conversations are accessible for monitoring and audit purposes, as well as the ability to validate client identities and maintain adequate safeguards to prevent unauthorized account access and cybersecurity attacks.

Symphony Security and Validation Capabilities

• As published on Symphony's website, it provides secure bilateral and multilateral real-time chat, file-sharing with built-in security and compliance Symphony offers encrypted chat-based collaboration to institutions and firms of all sizes, with bots and automation to improve everyday workflows. Symphony’s strong focus on compliance and encryptio
• Utilize Symphony to enable new financial networks across multiple secure channels IDentity & Directory Financial Services IDentity as-a-Service (FsIDaaS) unlocks and extends the power of our trusted Directory to standardize and streamline identity-critical workflows

Zendesk Security and Validation Capabilities

• Zendesk was chosen as the third option in this section because of its high popularity and the large number of reviews found in the public domain. According to Gartner's Magic Quadrant for the CRM Customer Engagement Center, it was one of the leaders in 2021.

 

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• As reported by the company's website, Zendesk uses the best practices and industry standards to achieve compliance with industry-accepted general security and privacy frameworks, which in turn helps subscribers meet their own compliance standar. It also has a formal global privacy and data protection program, which includes cross-functional key stakeholders including the Legal, Security, Product, and Executive sectors of the company. See more details below.

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General Descriptions by Capterra

• Application for businesses to contact and communicate with their clients.

• Symphony is a secure workflow platform for individuals, teams, and organizations of all sizes seeking to improve their productivity while maintaining data security and regulatory compliance. Symphony is used by leading financial institutions as a trusted communication and workflow platform to seamlessly exchange high-value content and information.

• It is a customer service solution, that is both easy to use and scales with your business. As reported by Zendesk, companies may increase customer satisfaction by 25% and agent productivity by 30%. All customer interactions live in a single, dynamic interface with features like web widgets, predefined ticket responses, and full customer history.

Features by Capterra

• No information for either Symphony or LeapXpert. Only for Zendesk, as follows:
• Activity Dashboard
• Alerts/Notifications
• Archiving & Retention
• Call Center Management
• Call Logging
• Call Monitoring
• Call Recording
• Campaign Management
• Cataloging/Categorization
• Collaboration Tools
• Commenting/Notes
• Content Management
• CRM
• Customer Database
• Customizable Branding

Ratings and Reviews by Capterra

• Ratings and reviews for LeapXpert are not available.

 

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Zendesk

 

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Ratings and Reviews by Gartner

• Ratings and reviews for LeapXpert are not available.

• Only one review for Symphony.

 

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RESEARCH STRATEGY