Verint Monet please fix it with Talkdesk Omnichannel
June 14, 2021

Verint Monet please fix it with Talkdesk Omnichannel

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Monet

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.

Do you think Verint Monet delivers good value for the price?


Are you happy with Verint Monet's feature set?


Did Verint Monet live up to sales and marketing promises?


Did implementation of Verint Monet go as expected?


Would you buy Verint Monet again?


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.

Using Verint Monet

110 - Customer Service
3 - Workforce manager, Real time Analysts
  • 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.

Evaluating Verint Monet and Competitors

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

Verint Monet Support

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
Not kept informed
Escalation required
Need to explain problems multiple times
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

Using Verint Monet

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
Do not like to use
Not well integrated
  • 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