Verint Monet WFO Reviews & Product Details

Verint Monet WFO Overview

What is Verint Monet WFO?

Verint Monet WFO, by Verint Monet is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality management, performance management and analytics, all in one integrated platform. - Workforce Management – Verint Monet WFM: Create more accurate forecasts, develop more effective call center schedules and increase agent adherence - Workforce Management for Salesforce— Provides an advanced omnichannel WFM solution directly from Salesforce. Agents can access essential workforce management information such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, all while never leaving their Salesforce screen - Quality Management – Increase productivity, provide better customer service & comply with legal requirements. Evaluate customer interaction identify coaching opportunities and customer experience detractors. - Performance Management – Easily track, analyze and manage agent, group and center performance to optimize customer service. Customers can quickly and easily optimize all aspects of their workforce with one cost effective solution that is easy to implement in 30 to 60 days, delivers rapid payback and is very IT friendly through its secure cloud-based model. Verint Monet has helped many contact centers deliver great customer service and experiences while gaining better insights and cost management.

Verint Monet WFO Details
Languages Supported
English, French, Spanish
Product Description

Verint Monet WFO is an affordable and easy to use cloud-based call center optimization software solution which includes workforce management, performance management, call recording and quality assurance. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.


Seller Details
Seller
Monet Software
Company Website
Phone
+1 (310) 207-6800
Year Founded
2002
HQ Location
Los Angeles, CA
Twitter
@MonetSoftware
329 Twitter followers
LinkedIn® Page
www.linkedin.com
34 employees on LinkedIn®

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Verint Monet WFO Reviews

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like that I can schedule my users and that the forecasting and schedule generation is quick and easy Review collected by and hosted on G2.com.

What do you dislike?

I used Nice for a while and i loved that I had the option to do copy and paste and drag and drop when building out schedules, but with Monet everything is very manual and clunky. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Its really easy for us to schedule our analysts and make sure that we are staffed appropriately. It really helps in maintaining our customer satisfaction within our support organization to make sure that the phones are getting answered quickly. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like how easy the forecasting and generating of schedules is. Review collected by and hosted on G2.com.

What do you dislike?

After using NICE, I wish that Monet had the option to copy/paste different parts of schedules. Its a pain to add things into schedules with Monet because its all a very manual process. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Monet has few bugs that our support analysts have to deal with. Monet solved the issues that we were having with schedules missing bits and pieces. Review collected by and hosted on G2.com.

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AF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Integrates with other similar products., Helped get our small wfm team of the ground. Review collected by and hosted on G2.com.

What do you dislike?

It does not reflect the same data as it's partners. Not very user friendly coding or accurate reporting. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We did not have a wfm team and money made it easy to throw together a small team quickly. Review collected by and hosted on G2.com.

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UI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Monet live has ways to automate workflow which can be really helpful because it has monitoring, analytics, and performance indicators that they keep track of. It also tracks the amount of calls and calls coming in and can compare this with your overall goal, showing you how much progress you have made and how much you need to do still. You can do a lot with the calls as well such as recording, rating the call, etc. and this helps you remember every interaction. Review collected by and hosted on G2.com.

What do you dislike?

Going to this is a process and can take a few months to understand. If there was guided ways to help as you are navigating it or suggestions to help. I sometimes find out ways to simplify my process months in and it could have saved me a lot fo time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Remember that trying out anything is tricky at first and can take months to become comfortable. Then once you are there, you can really use this platform to your benefit and start seeing the results. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am trying to help create a system in which I remember every interaction with clients. This has helped me stay on track and make every engagement much more meaningful. Review collected by and hosted on G2.com.

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UF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Provides daily schedule, notifications for employees out of schedule Review collected by and hosted on G2.com.

What do you dislike?

not user friendly, little clunky interface Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

workforce management Review collected by and hosted on G2.com.

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Public Relations Assistant
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

This is so great for me when I work because it tells me my exact break times so I will never forget. I will always know my schedule thanks to this. Review collected by and hosted on G2.com.

What do you dislike?

Nothing. This is a great software program that our company uses. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We haven't experienced any problems yet. Just so easy to follow. Review collected by and hosted on G2.com.

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Keyholder
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It's really cut and dry. A monkey could navigate the software and find the information they needed! It is aethetically pleasing and easy to read and follow! The color coded scheduling really helps. We have multiple states of work we have to be in, and the times/lengths change daily, so having the color codes keeps it easy to read and follow. It's pretty hard to get confused. Review collected by and hosted on G2.com.

What do you dislike?

I have yet to find something I don't like about it, have been using it daily about 3 months now. The user interface is really easy to use, its honestly so straightforward that you can't really go wrong Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it! It's really a great software, simple and easy to use! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It DEFINITELY keeps your schedule neat and orderly, there's really no excuse to miss anything with as organized and color coded as it is! Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

- Able to calculate shift schedules for complex Service Desk environment

- Call recording and monitoring

- Online tool instead of having to install the application locally Review collected by and hosted on G2.com.

What do you dislike?

- Difficult to do bulk changes/updates for multiple staff

- Cannot keep prior year's data and automatically calculate new year's vacation/sick days

- Cannot make changes on the fly on main screens. You have to enter the person's profile to make the changes. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- Reduce time spent by supervisors on staff scheduling and workforce management. Review collected by and hosted on G2.com.

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Social Media Manager, Viewer Experience
Internet
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like that you can quickly un assign and re-assign shifts to agents in our workspace. Review collected by and hosted on G2.com.

What do you dislike?

I don't like that you can't see all users schedule on one page for a month at a time. You can only do this by doing a condensed export. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have Monet explain the difference between Monet live and WFM live. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We brought Monet in to manage the schedules of our virtual customer support staff. No Benefits realized as we went into this relationship knowing what we wanted Review collected by and hosted on G2.com.

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