Workforce Optimization (WFO) 2026: Benefits, Features & Pricing

Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee.

How Software Advice ensures transparency

Software Advice lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Users can talk to our advisors for free to receive software recommendations matching their needs. Software providers pay us for sponsored profiles to reach users interested in their products.

How Software Advice verifies reviews

Software Advice carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Independent research methodology

Researchers at Software Advice use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or talk to an advisor, this has no influence on our research or methodology.

Wondering if Workforce Optimization (WFO) is right for your organization?

Our Call Recording Software selection experts can help you in 15 minutes or less.

On this page

Overview
Pricing and Plans
Features
User Reviews

Overview

Workforce Optimization (WFO)

4.4

(19)

Pricing

Pricing available upon request

About Workforce Optimization (WFO)

Workforce Optimization (WFO) is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. Users can organize and lead their work force by deploying WFO as their core system, coordinating schedules, defining goals and objectives, benchmarking results across teams, prioritizing tasks to ensure the right projects are completed on time.

Workforce Optimization (WFO) Screenshots

Workforce Optimization (WFO) Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

Workforce Optimization (WFO) Features

Popular features found in Call Recording
Activity Dashboard
Automatic Call Distribution
Call Center Management
Call Monitoring
Call Tagging
Call Transcription
Computer Telephony Integration
Event Triggered Actions
File Transfer
Interaction Tracking
IVR
Recording
More features of Workforce Optimization (WFO)
Automated Routing
Budgeting/Forecasting
Call Recording
Data Import/Export
Employee Scheduling
For Call Centers
Labor Forecasting
Monitoring
On-Demand Recording
Performance Management
Performance Metrics
Quality Management
Reporting/Analytics
Time & Attendance
Workforce Management

Workforce Optimization (WFO) User Reviews

Overall Rating

4.4

Ratings Breakdown

68%

16%

Secondary Ratings

Ease of Use

4.4

Value for money

4.4

Customer support

4.2

Functionality

4.4

Mark H.

Verified reviewer

Non-Profit Organization Management

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed August 2018

WFM Supervisor Compassion International

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Vendor Response

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

Replied September 2018

Alyssa S.

Verified reviewer

Health, Wellness and Fitness

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed July 2024

Great Resource

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very user friendly and easy to navigate.

Cons:

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

Reasons for switching to Workforce Optimization (WFO)

To have a company wide interface that all departments could have access to

Vendor Response

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

Replied July 2024

Debra H.

Verified reviewer

Higher Education

11-50 employees

Used daily for less than 12 months

Review source

Reviewed January 2020

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

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Samantha E.

Verified reviewer

Financial Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed November 2025

Good tool for its cost

Overall it is a great tool and priced well and gets all scheduling needs handles for the company and the employees

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I think that we can integrate shift bidding and the annual calendar into it for employee use. It is also easy to use

Cons:

The system can be slow and finicky and the fact that it isn’t web based means when the server is down so is wfo

Steven J.

Leisure, Travel & Tourism

51-200 employees

Used daily for more than 2 years

Review source

Reviewed August 2018

All the tools for Optimal Efficiency

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Vendor Response

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

Replied September 2018

Crystal F.

Verified reviewer

Hospital & Health Care

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed August 2018

Easy to use, great real time adherence and forecasting functions.

We were able to more efficiently staff our department using the forecasting tools and utilizing real time adherence with all agents.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very easy to use, helps staff our agents where they can best be utilized most efficiently. Great real-time adherence displays, easy forecasting tools. Excellent customer service team.

Cons:

The only addition I would make would be a fairness rule to assist in staffing weekends and holidays so it is fair to all employees.

Vendor Response

Monet is developing an all new, state of the art, scheduling engine that is targeted for an early 2019 release. The new scheduling engine will significantly expand the number of fairness rules that are supported by the Monet WFM product.

Replied September 2018

Greg B.

Verified reviewer

Security and Investigations

201-500 employees

Used daily for more than 2 years

Review source

Reviewed September 2018

Great WFM solution that solved many of our Contact Center issues

We removed our excel based/paper/email based systems and took our KPIs to a new level. Improving RTA, decreasing OT, faster communication with agents and better reporting to the management team.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Monet makes sense. It is easy to use and get started in WFM even with a large team. With a great "paced" deployment/engagement model we moved quickly through each key component and made a difference in the company.

Cons:

Using all the components of Monet, there are some non mission critical components that need more attention. We are seeing that in the next release and hoping to see that trend continue.

Derek N.

Verified reviewer

Non-Profit Organization Management

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed November 2019

Call Monitoring Program

Overall it is an effective tool to monitor employees on the phones in a call center, we just recently got speech analytics in this program so it is doing a lot of the work for us. I will be interested to see in the future just how advanced this program gets.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

We use this for live and historical call monitoring. It is nice because our company has evaluation sheets built in that calculate scores which make it easy to go over with employees

Cons:

Sometimes it crashes and kicks me out, seems as if the newest version came with a lot more features, but the previous version worked a a lot better for the basic things I need to do in my role.

Brandyn N.

Verified reviewer

Consumer Goods

201-500 employees

Used daily for less than 2 years

Review source

Reviewed May 2019

Love Monet!

Used Monet when I was part of the WFM Team at Compassion International.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Software is super easy to use and has some of the best functionality in the WFM Software industry! Forecasting is top notch within the Monet System! The interface is very professional looking and appealing.

Cons:

Nothing comes to mind. Every interaction with Monet customer support was top notch.

Raghu V.

Verified reviewer

Medical Devices

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed August 2018

Great WFM Tool and Organization

We are a high growth company that has implemented Salesforce as our CRM solution over the past year. As we have grown we have needed better optics specific to tracking and forecasting agent productivity from both a call and case perspective. We have had great success using Monet as our WFM solution and have seen impressive gains in our KPI’s and Service Level. From a personal level I have enjoyed working with the Monet team. They have been good partners and been nimble in working with us as we have made process changes to our WFM strategy.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Agent interface is very user friendly; did not take much work to get agents up and running.

Cons:

More a future wishlist item, but integration with SF (so one place to log in vs multiple).

Vendor Response

Verint Monet does have an integration to Salesforce. You can check our solution on the Salesforce AppExchange https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FAJh1UAH

Replied July 2019

Showing 1 - 10 of 19 Reviews

See All Reviews