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Some of the platform is a little outdated with clunky navigation and basic UIs, but they are working on overhauling each section to improve performance and modernise the appearance to be more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.
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