All Workforce Optimization (WFO) Reviews
1-11 of 11 Reviews
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Mark
Verified reviewer
Non-Profit Organization Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
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.
PROSThe 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.
CONSI 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
Steven
Leisure, Travel & Tourism, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
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.
PROSThe 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!"
CONSRegarding 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
Debra
Higher Education, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
5
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
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.
PROSIt 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
CONSProblems. 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.
Jesse
Hospitality, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2018
WFM Specialist, Club Med Sales Inc.
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.
PROSMonet 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!
CONSAlthough not to necessary, it would be nice if Monet could easily interface with 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
Crystal
Verified reviewer
Hospital & Health Care, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
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.
PROSVery 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.
CONSThe 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
Verified reviewer
Security and Investigations, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
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.
PROSMonet 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.
CONSUsing 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
Verified reviewer
Non-Profit Organization Management, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
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.
PROSWe 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
CONSSometimes 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.
Keith
Retail, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed August 2018
WFM review
We were able to Forecast more accurately and place agents in schedules to meet the forecast. The system shows us what intervals we are short or overstaffed. From that we can report agent KPIs and empower the agent to correct their own KPIs increasing overall productivity.
PROSEasy to use and captures many aspects of the business and empowers the agents with schedule changes and scorecards. It has improved our business workflow by 25% or better
CONSSupport is only available during the week with no weekend support. if there is a disconnect to the data feed, nothing can be resolved till Monday.
Rochelle
Hospital & Health Care, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2018
Excellent Software
My overall experience with Monet has been nothing short of amazing. I was new to our Workforce Management team, and learning Monet was a breeze. I believe I was able to use Monet with confidence in a little over a week!
PROSThe software is user friendly. The User Interface is very organized, and has fast/easy access to each section.
CONSThe only con I have with Monet is CSRs cannot withdraw their own PTO requests, once the request is approved.
Mark
Verified reviewer
Consumer Services, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
Great Product with a Eager Support.
It gives us a better ability to keep and eye on our reps and their schedule adherence.
PROSThe software does everything we want it to do as far monitoring our schedule and the adherence of our call center reps. The support team for Monet is responsive and helpful.
CONSIt is complicated to the get the software live and working with your call center. It requires constant monitoring after it is live but that is a flaw with all Workforce Softwares.
Jade
Telecommunications, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed August 2019
Verint
It's great to have the mobile version for scheduling purposes. The mobile is quick and easy to navigate.
CONSThe desk top version I think needs to be streamlined. Seems hard to navigate.
Reasons for switching to Workforce Optimization (WFO)
Ess was obsolete and had way too many options that we no longer used.
Vendor Response
Thank you for your feedback. We are continually improving the Verint Monet product for our customers. To find out about new updates we've made, please reach out to our team at info.smb@verint.com.
Replied August 2019