SingleComm Workforce vs Verint Workforce Management
SingleComm Workforce
singlecomm.com
Verint Workforce Management
verint.comSide by side
| Figure | SingleComm Workforce | Verint Workforce Management |
|---|---|---|
| Price from | $49/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Plans published | 2 | 1 |
| Spec score · Customer Service Workforce Management Software | 7.9 (#6) | 7.0 (#13) |
| Spec score · Call Center Workforce Management Software | 7.9 (#9) | 6.9 (#21) |
| Spec score · Contact Center Workforce Management Software | 7.9 (#14) | 7.0 (#26) |
| Forecasting | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. | It analyzes historical volumes, work types, and handle times across real-time and asynchronous channels, as well as external events and data that affect demand. |
| Founded | 2014 | 1994 |
| Integrations | The maker lists integrations including Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. | Verint provides instructions for integrating Verint WFM Enterprise with Webex Contact Center; the setup requires a Verint Cloud subscription and Verint Identity Service onboarding. |
| Intraday management | Supervisors can compare live volume with forecast, receive adjustment recommendations, and extend or release shifts with one click. | Real-time alerts, queue analytics, and dashboards compare forecasted and actual volumes and staffing to support intraday adjustments. |
| Purpose | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. | Verint Enterprise Workforce Management is an AI-powered solution for accurate forecasting, flexible scheduling, and real-time data insights to help meet service and customer experience goals at lower cost. |
| Scheduling | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. | The software automatically builds employee schedules based on customer demand, labor laws, and employee scheduling preferences. |
| Security | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. | Verint’s technical architecture page says its security practice follows PCI SSC, GDPR, SOC 2, and HIPAA guidelines and describes AES-256 encryption for recordings and databases and TLS 1.2 or greater for data in transit. |
| Support | The product page links to a SingleComm Jira Service Management customer support portal. | For the Webex Contact Center integration, Verint says its account team or Customer Success Manager will assist with connecting the WFM service after preparing the tenant. |
Plans
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
Verint Workforce Management
- Verint Enterprise Workforce ManagementPriced on request
In their own words
SingleComm Workforce
SingleComm Workforce is a cloud workforce-management platform for contact centers, delivered through a browser; its agent desktop requires no softphone. Forecasting uses interaction history, seasonality, and campaign calendars to estimate demand ranges and interval confidence for calls, chat, SMS, and email. Scheduling handles skills, priorities, fairness, and break-compliance rules, with what-if analysis for PTO approvals, trades, and shift swaps. Supervisors can compare volume with forecasts, receive automatic adjustment recommendations, and extend or release shifts with one click. Adherence follows interaction state and includes a coaching queue plus an agent self-service view. The product page says automated quality assurance scores 100% of calls and can create coaching assignments and scorecards with trend history. Integrations include Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. Event streaming supports Snowflake, BigQuery, and Redshift, with BI connectors for Looker, Tableau, and Power BI. SingleComm lists TLS 1.3, AES-256, SSO, SCIM, MFA, and configurable retention.
Verint Workforce Management
Verint Workforce Management helps organizations forecast workforce demand, plan staffing, schedule employees, and adjust coverage during the day. Forecasts draw on historical volumes, work types, handle times, and external factors across voice, chat, email, SMS, and other real-time or asynchronous channels. Capacity planning supports longer-range decisions about hiring, redeployment, headcount, overtime, and service levels. Schedules are built around customer demand, labor laws, and employee preferences. For intraday management, alerts, queue analytics, and dashboards help compare actual volumes and staffing with forecasts. Employees can use the MyVerint mobile app to check schedules and performance metrics, request time off, swap or bid on shifts, follow performance trends, and contact managers. Verint lists Android, iOS, web, and API availability, with APIs for employee adherence data and schedule management. The product serves contact center, back-office, branch, and store workforces. Pricing is on request; no plan limits are listed.