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Verint Monet

Verint Monet

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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Recent Reviews

[Verint Monet:] My New Secretary!

9 out of 10
November 24, 2021
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 …
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User-Friendly Tool!

9 out of 10
November 10, 2021
Incentivized
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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Pricing

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Verint Monet

Verint Monet

N/A
Unavailable

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,…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

Talkdesk

Talkdesk

$85
per month per user
What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

Five9

Five9

N/A
Unavailable
What is Five9?

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

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Product 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 SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(13)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
June 14, 2021

Verint Monet please fix it with Talkdesk Omnichannel

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
It's being used by our department. It solves Workforce management issues such as staffing inefficiencies.
Pros and Cons
  • 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
Likelihood to Recommend
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.
Most Important Features
  • Real time Adherence module
  • Forecast module
  • Roster module
Return on Investment
  • 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
Alternatives Considered
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.
Other Software Used
MS SharePoint, Jira Service Management (Jira Service Desk), Atlassian Confluence, Microsoft Teams
Users and Roles
110
Customer Service
Support Headcount Required
3
Workforce manager, Real time Analysts
Business Processes Supported
  • Staffing
Innovative Uses
  • Nothing really
Future Planned Uses
  • Perhaps other department's schedules
Likelihood to Renew
1
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.
Products Replaced
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
Key Differentiators
  • 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
Evaluation Lessons Learned
We would've stayed in Teleopti/Calabrio if we knew that some WFM essentials won't work for us
Support Rating
5
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
Premium Support
No, I don't even know if there's even one.
Bug Resolution
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.
Exceptional Examples of Verint Monet Support
I guess during the implementation
Usability
3
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
Easy Tasks
  • Generating schedules/rosters
Difficult Tasks
  • 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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