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Verint Monet

Verint Monet


What is Verint Monet?

Verint Monet workforce management software is a unified cloud contact center optimization solution that includes workforce management, quality management, performance management and analytics. With it, contact centers & help desks can optimize all aspects of their workforce with one solution,…

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Recent Reviews

User-Friendly Tool!

9 out of 10
November 10, 2021
This helps me manage my schedule on a daily basis. It helps me organize my team off queues as well as their meetings, vacations leaves, …
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What is Verint Monet?

Verint Monet workforce management software is a unified cloud contact center optimization solution that includes workforce management, quality management, performance management and analytics. With it, contact centers & help desks can optimize all aspects of their workforce with one solution,…

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Product Details

What is Verint Monet?

Verint® Monet Workforce Engagement™ provides a solution for identifying, evaluating, and improving efficiencies across contact centers and help desks. It combines workforce management, quality management, and performance management into a single cloud solution for elevating customer experiences, driving agent and operational productivity and performance, and enhancing adherence and compliance.

Verint Monet Workforce Engagement provides an ACD-neutral option for small to medium-sized businesses. With over 65 integrations (including Salesforce, ServiceNow, and Zendesk), it is designed to help organizations deliver their workforce engagement strategies in the cloud, efficiently and cost effectively.

Verint Monet Competitors

  • Talkdesk
  • Alvaria (Aspect)
  • ZOOM Intermational

Verint Monet Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


Attribute Ratings


(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
June 12, 2022

Learn as You Grow

Samantha Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We utilize Verint Monet within our organization for forecasting and staffing purposes. Verint Monet allows us to have accurate and reliable forecasting data within a centralized, cloud-based program. It allows for larger time savings than Excel-based forecasting which results in larger cost savings. Verint Monet also allows for a much broader view of scheduling initiatives, cohesiveness and real-time visibility to work and tasks ahead.
  • Forecasting
  • Accesiblity
  • Functionality
  • Listen to Customers
  • Continued Improvement with Salesforce Connections
  • Easier ways to manage exceptions, particularly recurring ones
  • Ability to add notes to forecasts to be seen in the future
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.
  • RTA
  • Adjustable Forecasting Tools
  • Centralized
  • Increased Training Hours
  • Increased Schedule Adherence
  • Clearer View on Staffing Needs
  • Have to manually adjust breaks/ lunches for static state (what our needs call for)
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.
Leadership, supervisors, contact center agents
All levels of WFM knowledge, some with numerous years of experience and others entry level.
  • Scheduling
  • Forecasting
  • RTA
  • Schedule Adherence
  • Voluntary Time Off
  • Expanding to other Contact Centers
  • Payroll
I feel strongly the product has enabled us to grow and have successes that would have otherwise been hard to do prior to using Verint Monet.
Score 9 out of 10
Vetted Review
Verified User
Verint [Monet] has been very helpful with my daily activities. This is my calendar and dictates what I should work and focus on for the day. It has been very helpful for me to manage my schedule. Aside from that, this has been very helpful in giving me real-time adherence [to] my agents.
  • Scheduling daily activities
  • Agent reports
  • Real-time adherence monitoring
  • Simplification of reports [could be improved].
  • [It would be nice to have] one place where all reports can be generated.
  • Visuals can still be improved.
Very well suited to my daily tasks and process. First, it helps me a lot in terms of managing my schedule. Second, it helps me closely monitor my agents through real-time adherence. Reporting is really good as well to help give [me] more insight into the company's performance. Really good so far!
  • Real-time adherence
  • Schedule management
  • Reporting
  • 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.
Verint Monet is user-friendly and so easy to understand even for first-time users. It can be fully maximized not just by admin, but also by agents. Reporting and analytics have been made simple and easy to create an analysis with. It's not complicated to use Verint Monet at all! So far, it exceeds our expectations.
November 10, 2021

User-Friendly Tool!

Score 9 out of 10
Vetted Review
Verified User
This helps me manage my schedule on a daily basis. It helps me organize my team off queues as well as their meetings, vacations leaves, and absences. This gives me an overview of the staffing which is very helpful in our company. Compared to other tools, so far I'd say this is the best as of yet.
  • Organize my team's schedule.
  • Providing me an overview of our staffing daily.
  • Real-time managing of our queue.
  • User-friendly.
  • 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.
For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.
  • The reporting analysis.
  • The accurate timestamp of every status.
  • Work history of every user.
  • All positive so far.
  • With the data we're getting from here, better analysis are being generated.
  • Manage employees' behavior through real-time adherence.
So far, we're getting positive feedback from our team after using Verint Monet. It's very user-friendly and easy to navigate. All information is very straightforward. I liked the notification part every time that there's someone who is out of adherence as it's helping us to correct and coach any behavioral concern.
Score 6 out of 10
Vetted Review
Verified User
It's being used by our department. It solves Workforce management issues such as staffing inefficiencies.
  • Real time Adherence module
  • Metrics module
  • Some parts of forecasting
  • Data feeding has been a concern for multi-channeled contact center
  • It only does basic scheduling functionalities
  • It only does basic forecasting functionalities
  • It only does basic intraday functionalities
  • Could offer some WFM consultation even after the implementation
  • Never partner with a co-vendor ie telephony platform like talkdesk if the tool isn't fully integrated
Best for a large Voice only support but could do better in multi-channeled customer service by ensuring that the data feeding is fully integrated with a telephony platform ie Talkdesk.
  • Real time Adherence module
  • Forecast module
  • Roster module
  • No ROI yet as we haven't fully utilized all its functionalities due to its data feeding integration with Talkdesk Omnichannel ie Chat and Email
  • Perhaps, it saved the scheduler's time when plotting Team meetings, 1 on 1s as it can be generated by batch instead of manually plotting such exemptions one by one(manually)
  • Real time adherence functionalities helped us with alerts especially now that we're working from home
We honestly regret moving over to Verint Monet because it's been a year since the data feeding issue hasn't been fixed. We've escalated this issue to Talkdesk omnichannel and to them but none of them have gotten any resolution. I wish we never switched from Calabrio/Teleopti.
MS SharePoint, Jira Service Management (Jira Service Desk), Atlassian Confluence, Microsoft Teams
Customer Service
Workforce manager, Real time Analysts
  • Staffing
  • Nothing really
  • Perhaps other department's schedules
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.
Calabrio/ Teleopti WFM - Because we thought that they can be a better service to our organization but they haven't proven that yet and it's been almost a year now
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
They demo their product very smoothly thinking that every single function works for us and Talkdesk in terms of integration
We would've stayed in Teleopti/Calabrio if we knew that some WFM essentials won't work for us
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
No, I don't even know if there's even one.
It hasn't been resolved. It's been 2 weeks since I reported it and they ask a lot of questions/requirements before they investigate. It was a Voice intraday volume feed that wasn't captured on that day.
I guess during the implementation
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
  • Generating schedules/rosters
  • Forecasting for Chat and Email as they're not integrated with Talkdesk OMNIchannel
  • Reporting. I think they need to improve on Data analytics for a more in-depth analysis
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