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Workforce Optimization (WFO)

Workforce Optimization (WFO)

What is Workforce Optimization (WFO)?

Workforce Optimization (WFO) is a user-friendly, cloud workforce optimization solution that provides an ACD neutral option for businesses looking to improve their contact center and help desk operations. With over 65 integrations including Salesforce.

Workforce Optimization (WFO) was specifically created for customers looking to implement an omnichannel SaaS workforce engagement solution.

Who Uses Workforce Optimization (WFO)?

Contact Centers and Help Desks from any industry who have more than 40 agents.

Workforce Optimization (WFO) Software - Analytics dashboard
Workforce Optimization (WFO) Software - Performance management

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Reviews of Workforce Optimization (WFO)

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.1
Features
4.4
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Mark
Mark
Workforce Manager at Compassion International in US
Verified LinkedIn User
Nonprofit Organization Management, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

WFM Supervisor Compassion International

5.0 6 years ago

Comments: We have appreciated our almost 14 years using Monet at Compassion International. It provided the tool we needed to grow. Monet support has been wonderful in every stage of our partnership over the years. I can tell it is important to them that we succeed. We look forward to continued growth with this Monet software.

Pros:

The ability to easily forecast volumes and certain ACD queues. The ability to provide our reps with an intuitive schedule and ability to see live stats. The service is better than any vendor support, as the walked us through the roll out and training, so it was seamless from the reps to management. I don't recall having Monet go down, as it has been extremely stable. ROI has been tremendous, as our growth using this software has been smooth.

Cons:

I would say the inability to tie into our payroll system.

Verint Response

6 years ago

Monet offers open API to support payroll, HR, and time and attendance systems to support common use cases such as time card automation, PTO usage / accrual automation and employee management. APIs included: Payroll Export API, Employee Import/Export API, and PTO API

Alyssa
Account Manager in US
Health, Wellness & Fitness, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Great Resource

5.0 2 weeks ago New

Pros:

Very user friendly and easy to navigate.

Cons:

Too many features that make it harder to decide best usage.

Verint Response

2 weeks ago

Hi Alyssa – thank you for taking the time to write a 10/10 review for Verint Workforce Management! Glad to hear that you found the solution easy to use and navigate and that it provides convenient access across your company. If you’re looking to further your knowledge in features or need an overview on which ones to use, check out Verint Academy for on-demand learning options. You can also tune into Verint Connect to access support, content and discuss best practices with other Verint customers. Keep up the great work! Cheers

Debra
Analyst in US
Higher Education, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

I loved it but they changed it and now there are so many errors.

2.0 4 years ago

Comments: It needs to fix the bugs. It would be a great program if they could stop the problems it has.

Pros:

It is an easy software to use, it's almost fun. The problem was when they 'improved it'. Now, it doesn't work well. So many errors, it takes m twice as long to do a job that I could do in two hours. There is a glitch in the new edition and it simply doesn't work. It needs fixing. The first edition was so much better

Cons:

Problems. Calls that drop. Calls midway through. the system does record the call, the call is halfway through. With the older version, this didn't happen.

Steven
Call Center Analyst in US
Leisure, Travel & Tourism, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

All the tools for Optimal Efficiency

5.0 6 years ago

Comments: Monet has given us the ability to solve our shrinkage and adherence problem. We no longer need leads to constantly monitor the break schedule as our agents can always check when their next break time is. We've also been able to better plan for any periods of high shrinkage, which has ultimately cut down on call spikes and average wait times for our callers. In addition, Monet has an excellent support team that is always ready to help. Any issues I have usually end up getting resolved the same day.
Implementation and training of the product was a breeze.

Pros:

The software allows for easy forecasting and an easy generation of rosters to each forecast. It usually takes me no longer than 30 minutes to an hour to finish a new set of schedules for the agents to see. It's also easier for us to plan ahead and figure out how many agents we will need through each season. I like the platform that has been provided for the agents in that they always have access to their schedules. Never again will I have to hear "I left my schedule at work!"

Cons:

Regarding the agents, I only wish a phone app or mobile site existed for Monet. I often hear that agents have trouble maneuvering the website on their mobile devices, but ultimately are able to do what's necessary.

Verint Response

6 years ago

Monet is supported on all main browsers including Chrome, IE, Firefox, and Edge. Native mobile apps are on our roadmap as well.

Jesse
WFM Specialist in Japan
Hospitality, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

WFM Specialist, Club Med Sales Inc.

5.0 6 years ago

Comments: Monet paints a clear picture of our staffing needs. This has helped us reduce our ABA from 28% to under 3% from 2 years ago. The forecasting tool is fantastic and would recommend it to anyone! The staff, easy use of the program and it's stability, far exceeds any expectations. I can't imagine nor want to even think about using anything else.

Pros:

Monet is very easy to use and navigate through. We've had Monet for a few years now and if I do have any questions, the Monet employees are always more than willing to spend the time with me to assist. They are very patient and friendly!

Cons:

Although not to necessary, it would be nice if Monet could easily interface with our payroll system.

Verint Response

6 years ago

Monet offers open API to support payroll, HR, and time and attendance systems to support common use cases such as time card automation, PTO usage / accrual automation and employee management APIs included: Payroll Export API, Employee Import/Export API, and PTO API