Intradiem vs. Verint Monet

Given that I've been working in the call center industry for years upon years and knowing how well-streamlined the process of distributing training modules to a whole floor of agents all at once can be, I must say, Intradiem would have been a bit time saver back when I first started at similar workplaces. Training modules would be what I would say is its most appropriate usage, as opposed to direct communication on an IM basis.

Incentivized

Verint Monet has been a great tool for someone, like myself, who has had little to no WFM experience the opportunity to learn and grow along with learning and utilizing the tool. One of the biggest contributors to this success, I feel, is the Verint Monet support team. Our contact center has been able to build a rapport with them and they have a clear understanding of our needs.

Incentivized

• Great tools on easy activities tracking.
• Effective behavior analytics production.
• Easy communication tool.

Incentivized

• Scheduling daily activities
• Agent reports
• Real-time adherence monitoring

• The functionality has been awesome since we deployed it.

Incentivized

• Should better show chart for better analysis.
• Filter is resetting every time I open the tool.
• Some reports can be included or combined in one place.

Incentivized

Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.

Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time

It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker

I have had the opportunity to see many of the other Verint Monet products at Engage but our Contact Center does not use them or have a need to at this time.

Incentivized

• Saves time pinpointing agents that still need to complete tasks.
• Saves time during the day to ensure tasks are completed before end of shift.
• Ensures that priority tasks are completed in the right order.

Incentivized

• Positive in a way [because] we can manage our daily staffing.
• [It helps] planning [the] schedule ahead of time.
• [It would be] best if we [could] customize the interface based on [the] company's aesthetic.