ServInsights vs. Verint Workforce Management Professional (discontinued)

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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

• 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

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.