Verint Monet & Impact 360 (discontinued)

Verint Impact 360 and Verint Monet are discontinued workforce optimization products from Verint Systems. Both combined contact center workforce management (forecasting and scheduling) with quality management and performance management. Impact 360 was an enterprise suite for contact centers and back-office operations. Monet was a cloud-based (SaaS) product for small and midsize contact centers.

Key Capabilities

• Impact 360: The suite covered quality monitoring and call recording, speech and data analytics, workforce management, customer feedback, agent scorecards, eLearning, and performance management. Verint released editions for retail financial services and for back-office operations in 2007.
• Monet: The product provided workforce management, quality management, performance management, and analytics in one cloud-based system for smaller contact centers.

Audience & Use Cases

• Audience: Contact center managers, workforce management analysts, and quality assurance teams. Impact 360 also served managers of back-office operations.
• Use Cases: Forecasting contact volumes and scheduling agents against them, scoring and coaching agents from recorded interactions, and tracking agent performance against targets.

Product Lineage

Impact 360 began as the workforce optimization suite of Witness Systems. Verint's acquisition of Witness closed on May 29, 2007, and Verint launched the combined Impact 360 suite in December 2007, with speech analytics added to the Witness feature set. Verint was still releasing enhancements to Impact 360 Enterprise Workforce Management in October 2012. Monet originated with Monet Software, which Verint acquired. Verint sold the product as Verint Monet and later renamed it Verint Workforce Management Professional.

Verint's current contact center workforce management offering is Verint Workforce Management via the core Verint Platform. As Verint moves to a single platform, their Workforce Engagement Management solution runs on the same CX Data Hub and Verint Da Vinci™ AI as every other Verint capability.