Verint Workforce Management Professional (formerly Verint Monet) Pros and Cons

Very easy to integrate with other third-party ACD sources such as Cisco, Five9, Avaya, and so on Review collected by and hosted on G2.com.

The solution itself is very complex and confusing such as shift bidding, forecasting, scheduling, and request management. This should be automated and use of AI will really improve this solution. Review collected by and hosted on G2.com.

having our agents be able to put in their requests and get quick responses is the higlight of monet Review collected by and hosted on G2.com.

limited options for request management through monet and lack of app support Review collected by and hosted on G2.com.

I enjoy the available integrations between Verint, Service Cloud, and my companies in hosue CC solution. Review collected by and hosted on G2.com.

The agent schedule and roster process is a bit time consuming and I feel it could be streamlined to require less clicks to generate the same vaulable info. Review collected by and hosted on G2.com.

I enjoy the seamless integration to both Salesforce and the 8x8 Contact Center Review collected by and hosted on G2.com.

Updating individual agent schedules can be tedious and not user friendly to do Review collected by and hosted on G2.com.

From its modern interface I can keep a detailed control of my productivity, as well as report any eventuality that arises, what I like the most without a doubt is that I can self-manage many requests, it is a tool that has allowed the company to give a great leap in the process of digitalization and process automation. Review collected by and hosted on G2.com.

It would be very good if some processes such as the request for contributions were simplified, since the system requires a large number of steps and authorizations to display the information, although this is undoubtedly faster that before, it is somewhat redundant, I think you can improve a lot in this aspect and make the experience much more pleasant. Review collected by and hosted on G2.com.

Very easy to monitor and plot schedules for the entire month. All reports and staffing are viewable to ensure all details can be shared and reviewed. Forecasting is available with complete reporting. To be able to manage our staffing and ensure all coverage is met with the right headcount for incoming volume. We can even view work history to check and see the performance of our agents. To be able to customize reporting and have a range as to how you want to view the data you need. Review collected by and hosted on G2.com.

I would like to suggest upgrading the interface and make it more user-friendly especially in the mobile version so it would not be tedious to utilize and view as to what you would like to see and be updated real-time. This is very important to us who is always on the go to be able to access this in our phones with a very good friendly interface that will make our jobs easier to monitor and access. Review collected by and hosted on G2.com.

I can simply check the current status of the agents under my team, and at the same time, see all their schedules in a day on my end. What I always use on this tool is the real time adherence as I always want to make sure that my team is adhering to their schedules. It's also easy to check on my coaching/meetings/trainings schedule on both myself and agent's schedule. There is also an option to see what kind of off the queue activity would be for the plotted schedule to ensure that agent and myself know what to expect on the training/meeting/huddle that is scheduled for us. Another thing is, we can update the password on our end instead of calling helpdesk to ask for password reset. Overall, this is an AMAZING tool that I have used compared with the previous tool we used to have. Review collected by and hosted on G2.com.

As a Team Manager, we don't have access to see the leave requests of our agents which would be more efficient for us instead of asking the agent to send another email request for us to be aware of the leave request. It's also a little hard to filter the search for agent's exceptions, and sometimes, it takes more than a minute to generate/view the report and download it as excel. When we filter by team, then filter by date, it will remove the filter by team and we need to start over. It would be very helpful if Team Managers would also have an access to agent's leave request and if we are also able to approve them . Review collected by and hosted on G2.com.

I really like how the schedules are being displayed on a daily, weekly, and month-to-month basis. This really helps me to get the right schedule for my team in terms of coaching, training and team huddles. You can even export it to excel so that you can see it in a broader range of schedules and for the whole team. Also, monitoring their time stamp if they are logging on time with talkdesk. Review collected by and hosted on G2.com.

Sometimes when im looking for my team schedules, when you click on the weekly individual then filter the Page break betwen employees, after you selected the name of the agent, and for some reason you need to change the type of report you need to select like from weekly individual to weekly condensed, the filter for the name is being refreshed and you have to select it again. Review collected by and hosted on G2.com.

It's easy to access my team schedule, adherence and planned leave request. Real time adherence is also updated so easy to see agents real time status. Review collected by and hosted on G2.com.

Some of the reportings are separate from each other which I think can be combined with each other. Really have to explore to fully understand how it works. I hope that it will be more user-friendly. Review collected by and hosted on G2.com.

I like how quick and easy it is to load that I don't have to wait for a number of years just to be able to check the whereabouts and status of my team members, REALTIME! Review collected by and hosted on G2.com.

I wish there was an integrated dashboard easy to filter and download reports rather than downloading and exploring the raw data myself. Review collected by and hosted on G2.com.