Great for a less complex contact center focused on short-term scheduling
September 30, 2024

Great for a less complex contact center focused on short-term scheduling

Carolynn Lengyel | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Monet

We leverage the tool for about 100 agent schedules in an inbound / outbound center. We use the tool for inbound interval level forecasting, scheduling and some high level capacity planning

Pros

  • User friendly for schedule updates
  • Easy standard reporting
  • Good integration with Salesforce

Cons

  • Lack of outbound call forecasting
  • Multi-skill environment overly inflates staffing need
  • Manual shift bidding that only works if the agent does not have anything scheduled for the day
  • Reduced overtime needs
  • Increased manual work for Workforce Management analysts
  • Increased need for outside reporting and analytics
It's intuitive and is easy to train new analysts on
I was not part of the selection process and prefer Calabrio ONE

Do you think Verint Workforce Management Professional delivers good value for the price?

No

Are you happy with Verint Workforce Management Professional's feature set?

No

Did Verint Workforce Management Professional live up to sales and marketing promises?

No

Did implementation of Verint Workforce Management Professional go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management Professional again?

No

Scenarios in which contact center has clear capacity planning and forecast outside of the system. Does not need any customized reporting

Verint Workforce Management Professional Feature Ratings

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented a year ago
    Hi Carolynn – thank you so much for leaving a review for Verint! It seems like this review is for Verint Workforce Management Professional (Verint Monet). We were very happy to read that you found reporting, schedule updates and integrations outstanding. Congratulations on also realizing several ROIs in the process! Also, thank you for sharing your notes on forecasting, staffing needs and manual shift bidding. Outbound call forecasting is a feature that you can find in Verint Workforce Management Enterprise. Our teams are continuously working on the other challenges mentioned, but we’ll also notify them of your feedback. Your insights are invaluable, and we’re committed to enhancing our platform to better meet your needs. Thank you again for your contribution! Cheers

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