Alvaria Quality vs. Verint Workforce Management Professional

It all depends on the workforce team if they've settled the tool correctly for the company. In a previous experience, the tool was entirely settled with the group balance available, all the segments we need were added and up to date, and we could easily navigate the tool. On the new company though, there is a sentiment of incompletion, the UI slightly evolved over the past 2 years but only for the name and some design. Though the tool itself hasn't really changed and clarity is missing sometimes. We must be used to it to understand it well.

Incentivized

Verint Monet has been a great tool for someone, like myself, who has had little to no WFM experience the opportunity to learn and grow along with learning and utilizing the tool. One of the biggest contributors to this success, I feel, is the Verint Monet support team. Our contact center has been able to build a rapport with them and they have a clear understanding of our needs.

Incentivized

• Clarity on the daily tasks, it's easy to know what will be the tasks for the day and for how long it is planned.
• Many options available, entirely customizable for a better accuracy of the tasks.
• Very reliable and easy to use, with multiple format views available.

Incentivized

• Scheduling daily activities
• Agent reports
• Real-time adherence monitoring

• There is a lot of options, probably too many and more than 50% are no use to me.
• Some views can be very confusing, sticking to the time is best to avoid being confused by any overlapping segment.
• Lot of options but UI tends to be a bit slow to load and still empty sometimes.

Incentivized

• 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.

Incentivized

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.

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

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

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.

Incentivized

• 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.