Peopleware Reviews & Product Details

The customer success champions, they genuinely want to see their clients become succesful and get the most from the system Review collected by and hosted on G2.com.

Not always as easy to build a structured level of flexibility in the schedules Review collected by and hosted on G2.com.

As a Resource Planner, I use Peopleware every day. I looked at a number of WFM platforms before selecting our provider but I found Peopleware's transparency refreshing, with the cost of their fees clearly published on the website, unlike others that want you to contact them for a quote. I also picked them because of the flexibility with the licensing; we are a very seasonal business and our license requirement varies from 25 - 150 and not all platforms are able to accommodate smaller contact centres.

We had guidance at every step of the onboarding process and technical support during live integration to our current CSaaS, an older platform that does not easily communicate with most other software, and through training was provided in addition to the extensive help centre.

The customer service has always been excellent, with any queries or tickets responded to within a matter of hours and any disruptions to service communicated via the status notifications.

From a Resource Planner perspective, Peopleware has given me time back that was previously spent with clunky spreadsheets and rotas in Excel and allowed me to streamline the process. My team are also happier because they have more variety in their day as we can use Peopleware's schedule optimization to break up their working day with different tasks and with shift sequences, individual special requests outside of the contract norms can instantly be added without me having to remember everyone's specific preferences. Review collected by and hosted on G2.com.

There is a very steep learning curve, particularly in regards to the initial step-up. Once this is in place, if you don't have to make any changes then it's a doddle, but we are regularly revisiting how we optimize our scheduling and responding to an ever changing landscape of different working patterns and hours. I do sometimes find it challenging to amend our set up, even after a year on the platform. However, the team are always to help with any questions I may have.

Some of the platform is a little outdated with clunky navigation and basic UIs, but they are working on overhauling each section to improve performance and modernise the appearance to be more intuitive. I'm sure it won't be long until there is a universal feel to each page. Review collected by and hosted on G2.com.

I really like the clean format of Peopleware, which makes it clear and easy to understand. It's great that it's catered to our specific needs. I appreciate that unlike many planning tools that focus more on design, Peopleware keeps things clean and understandable, reducing the chances of mistakes. The customization options are really valuable, allowing us to tailor the tool to our requirements for different units and countries. Review collected by and hosted on G2.com.

I feel that being able to add planning rules to the availability tool would be great, as well as having the distinction between seats in office versus working from home agents. Review collected by and hosted on G2.com.

I have been using Peopleware for approximately 8 years on and off with various companies and when we have the opportunity to get a new WFM system they will always be my first call.

Firstly the team are amazing, with a very hands-on approach and I know they are busy but they always have the time to help and support.

When it comes to the product, I have implemented this across 3 different companies, all with differing ACD/ticketing systems and have always found it easy to set up and use.

The greatest thing about Peopleware, is the fact that they listen and improve. So many legacy systems have no flexibility and are happy to coast on their strong name, and make little to no improvements. With Peopleware, there is always something in their pipeline to develop and improve and they want the feedback to understand how to do better.

Everything about the system is easy to use and the set up makes sense. The training is quick but in-depth and there are a variety of rules to help you set this up how you want to work.

The fact that I can update forecasts and run a schedule in under 30 minutes is amazing. Review collected by and hosted on G2.com.

There is only maybe 1 thing that was not amazing last time I was using the system, and that was the old reporting suite.

However, this is another thing that has been on their roadmap and they have recently brought out some amazing dashboards from the demo they have shared and you can also export the data into PowerBI etc to use as you wish. Review collected by and hosted on G2.com.

It has many useful help articles that assist in the onboarding experience of training a new user. Review collected by and hosted on G2.com.

We are yet to unlock it's full potential so I cannot comment. Review collected by and hosted on G2.com.

Injixo has greatly improved the way our call centre functions, greatly enhancing the efficiency and organisation of our day-to-day operations. Its intuitive interface and user-friendly design make it easy for our team to navigate and fully leverage its features. Teaching others how to use the system couldn't be easier!

Being included in Beta testing of new features and being able to provide feedback and potential changes is a fantastic way to promote collaboration between companies and share thoughts on how best features can be used.

The level of support available when we have questions, issues or need guidance on the best approach is always brilliant and in most cases within 24 hours. Review collected by and hosted on G2.com.

As a new user, fully understanding the core setup of the platform can be a bit overwhelming but once up and running it doesn't take long to fully understand it.

Real Time Adherence monitoring can often 'stick' and need a manual refresh to show accurate detail. Review collected by and hosted on G2.com.

The 2 areas that we like the most about injixo is the Customer Support and the ease of use of the tool. We use the tool frequently and appreciate the number of features the tool provides. Any time we have questions, our support team is available to help. They work diligently to provide us the information and help we need. Additionally, injixo is user friendly and easy to use on a day to day basis. Review collected by and hosted on G2.com.

It is not always as flexible as we would like. Review collected by and hosted on G2.com.

I find injixo very user friendly when we are rolling out the training for our advisors, its easy for them to pick up. Obviously, its a little more difficult in the background but I do find it easy to understand whats needed. Review collected by and hosted on G2.com.

Our main problem with injixo is our servers, there are at times connection issues between ours and injixo. So we do find we lose connection with the real-time adherence feed, but is fixed when refreshed. Review collected by and hosted on G2.com.

Injixo has significantly transformed the way our call center operates, bringing a new level of efficiency and organization to our daily processes. The software's intuitive interface and user-friendly design make it remarkably easy for our team to navigate and utilize its features effectively.

One of the most impressive aspects of Injixo is its robust workforce management capabilities. The scheduling module allows us to create optimized schedules that align perfectly with our staffing needs, resulting in improved agent adherence and overall productivity. The forecasting tools have also been instrumental in helping us predict call volumes accurately, enabling us to allocate resources more efficiently and minimize idle time.

Additionally, the comprehensive reporting and analytics provided by Injixo have given us valuable insights into our call center performance. The real-time data and customizable dashboards have empowered us to make informed decisions swiftly, leading to enhanced customer satisfaction and better overall business outcomes.

Overall, Injixo has proven to be an indispensable asset for our call center, helping us optimize our resources, improve agent performance, and ultimately deliver a superior customer experience. Its comprehensive features, user-friendly interface, and seamless integration capabilities make it a top choice for any call center looking to enhance its operational efficiency and drive better results. Review collected by and hosted on G2.com.

As a new user you may find the initial learning curve to be slightly steep, especially for those who are not familiar with similar software. The abundance of features and functionalities could potentially overwhelm new users, necessitating more comprehensive onboarding and training support. Review collected by and hosted on G2.com.

Injixo have a great support team. They get back quickly with any advice or support you might need in ensuring that you are planning as effectively as possible. With a sleek modern interface it is easy to pick up and learn. Review collected by and hosted on G2.com.

Optimising activities can take a while. It would be better if this could be done faster as you (or other planners) are not able to alter schedules during this time and if doing a couple of months at a time you can be waiting upwards of 15 minutes. Review collected by and hosted on G2.com.