Peopleware Reviews

“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.

“simple to use”

Pros

Working as a Resource Planner I'm using this platform every single day. Before choosing it I compared quite a few WFM tools and one thing that really stood out was how open they were about pricing. Their fees were clearly listed on the website which was a refreshing change from vendors that make you get in touch just to receive a quote. The flexible licensing was another big reason we went with them since our business is highly seasonal and our user numbers can range anywhere from 25 to 150. A lot of platforms don't cater that well to smaller contact centres so that flexibility mattered a lot. Throughout onboarding we had support at every stage including technical help during the live integration with our existing CSaaS platform which is quite old and not especially friendly with other software. Other than that the training was helpful and the help centre is very comprehensive. Customer service has consistently been excellent too! Any queries or tickets are usually answered within hours and if there are ever service issues, they communicate them clearly through status updates. From my side as a Resource Planner this has saved me a huge amount of time that used to be wasted managing awkward spreadsheets and Excel rotas and it has made the whole process much more efficient. My team has benefited as well because they now get more variety in their day. We can use the schedule optimization tools to split their shifts with different tasks and if someone has a special request outside their usual contract pattern, I can add it instantly without needing to keep track of everyone's personal preferences manually.

Cons

The biggest challenge has been getting used to it especially when it comes to the initial setup. Once everything is configured, it becomes much easier to manage if nothing needs changing but that is rarely the case for us. We are constantly revisiting our scheduling approach and adapting to changing working patterns and hours so I still find parts of the setup difficult to amend even after being on the platform for a year. Still, the support team is always available and very helpful whenever I have questions. Some parts of the platform also feel a bit dated like the navigation and fairly basic user interfaces. The good news is that they are actively updating each section to improve performance and modernize the design so it feels like it is heading toward a more accessible and consistent experience across the whole system.

“positive experience”

Pros

Since we introduced this software our call centre has been running far more efficiently with much better organisation across daily operations. The interface feels accessible and easy so the team can move around the system confidently and make proper use of its features. Training other people on how to use it is also very simple. Being invited to take part in Beta testing for upcoming features and having the chance to share feedback and suggest changes, has been a really valuable way to build collaboration between companies and exchange ideas on how those features should work in practice. On top of that, the support has been excellent whenever questions come up issues need resolving or we want advice on the best way forward and we usually hear back within 24 hours.

Cons

Getting to grips with the core platform setup as a new user can feel a little overwhelming at first although once everything is up and running it becomes much easier to understand. Real Time Adherence monitoring can also sometimes freeze and requires a manual refresh before it shows the correct information.