Verint Workforce Management Professional Reviews and Ratings

Rating: 7.5 out of 10

Score

7.5 out of 10

Reviews

8 Reviews

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

Rating: 7 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

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

Likelihood to Recommend

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

Carolynn Lengyel

Director for WFM & Quality in Customer Service at Retireefirst (51-200 employees)

Vetted Review

2 years of experience

Using Verint Monet to manage 300+ agents

Rating: 8 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

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.

Pros

Scheduling
Rosters
Adherence

Cons

Scheduling
Rosters
easier to apply exceptions

Likelihood to Recommend

It is very well suited within our company as it integrates so easily with our own in house products and services such a Salseforce. However, it is a little difficult or time consuming to manage the more than 300 agents we have within the Monet interface and available tool set.

Verified User

Manager (1001-5000 employees)

Vetted Review

3 years of experience

Verint Monet for forecasting and request management

Rating: 6 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

I use Verint Monet for forecasting and request management.

Pros

request management
forecasting
reporting

Cons

more request management options

Likelihood to Recommend

I think Verint Monet is best suited for contact centers.

Abraham Gonzales

Management Analst in Customer Service at TCDRS (51-200 employees)

Vetted Review

5 years of experience

View profile

Learn as You Grow

Rating: 10 out of 10

Incentivized

June 12, 2022

Use Cases and Deployment Scope

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.

Pros

Forecasting
Accesiblity
Functionality
Listen to Customers

Cons

Continued Improvement with Salesforce Connections
Easier ways to manage exceptions, particularly recurring ones
Ability to add notes to forecasts to be seen in the future

Likelihood to Recommend

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.

Samantha Thompson

Quality and WFM Supervisor in Customer Service at Stanley Black & Decker, Inc. (1001-5000 employees)

Vetted Review

5 years of experience

View profile

[Verint Monet:] My New Secretary!

Rating: 9 out of 10

Incentivized

November 24, 2021

Use Cases and Deployment Scope

Verint [Monet] has been very helpful with my daily activities. This is my calendar and dictates what I should work and focus on for the day. It has been very helpful for me to manage my schedule. Aside from that, this has been very helpful in giving me real-time adherence [to] my agents.

Pros

Scheduling daily activities
Agent reports
Real-time adherence monitoring

Cons

Simplification of reports [could be improved].
[It would be nice to have] one place where all reports can be generated.
Visuals can still be improved.

Likelihood to Recommend

Very well suited to my daily tasks and process. First, it helps me a lot in terms of managing my schedule. Second, it helps me closely monitor my agents through real-time adherence. Reporting is really good as well to help give [me] more insight into the company's performance. Really good so far!

Verified User

Team Lead in Customer Service (51-200 employees)

Vetted Review

2 years of experience

User-Friendly Tool!

Rating: 9 out of 10

Incentivized

November 10, 2021

Use Cases and Deployment Scope

This helps me manage my schedule on a daily basis. It helps me organize my team off queues as well as their meetings, vacations leaves, and absences. This gives me an overview of the staffing which is very helpful in our company. Compared to other tools, so far I'd say this is the best as of yet.

Pros

Organize my team's schedule.
Providing me an overview of our staffing daily.
Real-time managing of our queue.
User-friendly.

Cons

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.

Likelihood to Recommend

For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.

Verified User

Team Lead in Customer Service (51-200 employees)

Vetted Review

2 years of experience

Verint Monet please fix it with Talkdesk Omnichannel

Rating: 6 out of 10

Incentivized

June 14, 2021

Use Cases and Deployment Scope

It's being used by our department. It solves Workforce management issues such as staffing inefficiencies.

Pros

Real time Adherence module
Metrics module
Some parts of forecasting

Cons

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

Likelihood to Recommend

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.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

1 year of experience

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