Learn as You Grow
We utilize Verint Monet within our organization for forecasting and staffing purposes. Verint Monet allows us to have accurate and …
Overview
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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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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- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
What is Verint Monet?
Verint® Workforce Management Professional™ (formerly Monet Workforce Engagement™) for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize workforce resources.
Verint WFM Professional is used to:
- Maximize revenue and satisfaction
- Increase service levels
- Achieve better cost management
- Optimize the utilization of resources
Verint WFM Professional integrates with Salesforce, Zendesk, and Amazon Connect.
Verint Monet Competitors
Verint Monet Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Reviews and Ratings
(13)Attribute Ratings
Reviews
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June 12, 2022
Learn as You Grow
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
- 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.
150
Leadership, supervisors, contact center agents
3
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
November 24, 2021
[Verint Monet:] My New Secretary!
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.
- 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.
- Avaya Cloud Office, Calabrio Teleopti WFM and Genesys Multicloud CX (formerly Genesys Engage)
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!
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.
- 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.
June 14, 2021
Verint Monet please fix it with Talkdesk Omnichannel
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
- 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.
110
Customer Service
3
Workforce manager, Real time Analysts
- Staffing
- Nothing really
- Perhaps other department's schedules
Yes
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
No, I don't even know if there's even one.
Yes
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
- 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