Peopleware

“clean layout and customizeed features”

Pros

One thing that stands out right away with this software is its clean layout which makes everything clear and simple to follow. It fits our specific needs really well and that has been a big advantage for our team. Unlike a lot of planning tools that seem to prioritize design over usability this tool keeps things easy and understandable which helps lower the risk of errors. The customization options are also very useful since they let us adapt the system to the needs of different units and countries.

Cons

It would be even better if the availability tool allowed planning rules to be added. It would also help to have a clearer distinction between agents who are working in the office and those working from home.

“helpful onboarding resources”

Pros

There's a solid collection of helpful support articles that make onboarding and training new users much easier.

Cons

We still haven't explored everything it can do yet so I can't really comment on its full potential.

“flexible WFM system”

Pros

Over the past 8 years I've used this platform on and off across several companies and anytime there's a chance to bring in a new WFM system, they're always the first vendor I contact. A big reason is the team. They're incredibly supportive and very hands on. Even when they're clearly busy they still make time to help, answer questions and provide support when it's needed. On the product side I've installed it in 3 different companies each with different ACD and ticketing systems and it has consistently been easy to configure and work with. One of the best things about them is that they genuinely listen and keep improving the platform. A lot of older systems rely on their reputation, stay rigid and barely evolve. This is different. There's always something new being developed and they actively want feedback so they can keep making the system better. The whole platform is user friendly, the setup is logical and the training is both quick and detailed. There are also plenty of rule options which makes it possible to customize the system to the way your operation wants to work. Being able to update forecasts and produce a schedule in less than 30 minutes is a huge advantage and the data can also be exported into PowerBI and similar tools if needed.:)

Cons

There was really only one area that felt less impressive the last time I was using the system and that was the older reporting suite. That said even this seems to be improving. It has been on their roadmap for a while and from the demo they shared recently, the new dashboards look very strong.