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Verint Workforce Management Professional

Score7.5 out of 10

16 Reviews and Ratings

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What is Verint Workforce Management Professional?

Verint Monet workforce management software is a unified cloud contact center optimization solution that includes workforce management, quality management, performance management and analytics. With it, contact centers & help desks can optimize all aspects of their workforce with one solution, resulting in better utilization of resources, better cost management and improved service levels. Verint acquired Monet in late 2018.

Categories & Use Cases

Reviews

What users are saying about Verint Workforce Management Professional.
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WFM growing opportunities

Incentivized
Verified User
Manager in Finance and Accounting (1001-5000 employees employees)

Use Cases and Deployment Scope

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

Pros

  • Forecasting
  • scheduling
  • optimizing

Cons

  • I use Monet right now - too many workarounds
  • exports
  • not ideal
  • are in process of new integration to Verint

Return on Investment

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

Usability

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

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

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

Return on Investment

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

Usability

Alternatives Considered

Calabrio ONE and Calabrio Teleopti WFM

Other Software Used

Vonage Contact Center for Salesforce, Vonage Business Communications

Verint Monet for forecasting and request management

Incentivized
Abraham GonzalesView profile
Management Analst in Customer Service at TCDRS (51-200 employees employees)

Use Cases and Deployment Scope

I use Verint Monet for forecasting and request management.

Pros

  • request management
  • forecasting
  • reporting

Cons

  • more request management options

Return on Investment

  • staffing
  • employee satisfaction

Usability

Using Verint Monet to manage 300+ agents

Incentivized
Verified User
Manager (1001-5000 employees employees)

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

Return on Investment

  • Increased visibility into agent adherence

Usability

Learn as You Grow

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

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

Most Important Features

  • RTA
  • Adjustable Forecasting Tools
  • Centralized

Return on Investment

  • 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)

Other Software Used

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

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