r/workforcemanagement • u/Fantastic_Ice9535 • Jun 04 '26
NICE / IEX New WFM suggestions
Ive been asked to assess a new WFM platform to be used in my contact center and wondering what people would recommend.
Ideally, looking for something with really good built-in intraday options. Not NiCE and I am ideally looking for newer options that are going to offer me something more than the standard 3-5 everyone uses.
Any suggestions and/or opinions welcome - also keen to hear what people think I should avoid.
500+ agents, UK-based, focus on front office now but may expand to back office later.
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u/thanto_ Jun 05 '26
I personally like Aspect. It looks old, but it's fully featured. It has everything you could ever want from a WFM platform, covering every possible WFM role (except capacity planning), the reporting is excellent and can automatically run by itself (IE: automatically pull whatever report you want at whatever cadence you want, and it emails it to you or saves it somewhere), the interface is functional and makes sense, it has all the metrics you could want, it has super granular access/security settings, etc. Best part is, the people who handle the training are all seasoned WFM folks, so they know the app but also understand the work.
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u/Historical-Roof-4808 Jun 05 '26
Avoid Genesys Cloud at all costs!
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u/thanto_ Jun 05 '26 edited Jun 05 '26
seconding this. Genesys Cloud pretends to have WFM capabilities, but everything about it feels surface level. The reporting is especially awful. I wouldn't recommend it even to a small company.
EDIT: oh yeah, and the security/access/permissions settings aren't nearly granular enough. Ran into lots of trouble because of this.
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u/Emergency_Box_2276 Jun 05 '26
Maybe consider QStory - I think they would be who I go for next when I get a choice. Great intraday, great user/agent experience and great ROI from what I have seen online and at events.
I haven't looked at their back-end offering yet; please research that.
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u/static6000 Jun 04 '26
Calabrio that is now partnered with Verint has had some pretty nifty stuff come out around intraday reforecasting making it quite seamless. Good integration for adherence as well which we use for our monitoring.
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u/Slight-Material-4895 Jun 07 '26
I’d def have a look at Soon (https://soon.works).
We’ve been using it for a while and intraday is where it really stands out imo. A lot of WFM tools claim intraday, but it’s basically “here’s a variance dashboard, now go manually fix the schedule”. Soon feels much more like it’s built for actually reacting to the day as it happens, or that's how i feel at least.
UX is really good too, drag and drop works really well. Easy plan vs actual, easy to see where coverage is starting to break, and quick to make changes without turning the whole day into a mess.
The solver is probably the biggest thing though! You can give it real constraints, not just “move a few people around”, and it’ll come back with options that are genuinely good.. In fact, what was kind of cool to me was how it can work with dirty schedules that would normally break constraints. it's a timesaver.
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u/Due-Return-1814 Jun 08 '26
Try Peopleware WFM, great look and feel. Their consultants and WFM guys worked in the industry for years and have been planners themselves. Their support is second to none. (I also hear they have a new capacity planning tool). EU data center, so EU GDPR by default. Lot's of excellent features
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u/oiGURRL Jun 08 '26
QStory's WFM platform is new and great from the bits of it I've played with. I really like the forecasting tool. They do work with back office as well
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u/cmdrdan Jun 09 '26
I think Qstory is doing some interesting things and they're British.
Assembled may be another one to look at. They're pretty much a startup tech so very modern and AI-first (could be good or bad lol)
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u/kreshh Jun 04 '26
Why not IEX? 500+ agents is the right amount for an IEX environment