Verint Workforce Management Professional

WFM - we have used this for over 20 years. IT's been great product

• hard to say - for new version
• Monet has been very manual
• look forward to new version

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

• Reduced overtime needs
• Increased manual work for Workforce Management analysts
• Increased need for outside reporting and analytics

Calabrio ONE and Calabrio Teleopti WFM

Vonage Contact Center for Salesforce, Vonage Business Communications

I use Verint Monet for forecasting and request management.

• staffing
• employee satisfaction

We use Verint Monet to track adherence of our agents through streamlined integrations with Salesforce and our own in house Contact Center Solution. We use it to manage 300+ agents.

• Increased visibility into agent adherence

We utilize Verint Monet within our organization for forecasting and staffing purposes. Verint Monet allows us to have accurate and reliable forecasting data within a centralized, cloud-based program. It allows for larger time savings than Excel-based forecasting which results in larger cost savings. Verint Monet also allows for a much broader view of scheduling initiatives, cohesiveness and real-time visibility to work and tasks ahead.

• RTA
• Adjustable Forecasting Tools
• Centralized

• Increased Training Hours
• Increased Schedule Adherence
• Clearer View on Staffing Needs
• Have to manually adjust breaks/ lunches for static state (what our needs call for)

Vonage Contact Center for Salesforce, Salesforce Service Cloud, Microsoft 365