Workforce Optimization (WFO)

WFM Supervisor Compassion International

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.

Great Resource

Pros:

Very user friendly and easy to navigate.

Cons:

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

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

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.

All the tools for Optimal Efficiency

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.

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

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

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.

Great WFM solution that solved many of our Contact Center issues

Comments: 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.

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.

Call Monitoring Program

Comments: 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.

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.

WFM Specialist, Club Med Sales Inc.

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.

Love Monet!

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

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.

Great WFM Tool and Organization

Comments: 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.

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).

WFM review

Comments: 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.

Pros:

Easy 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

Cons:

Support 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.

Verint issues

Comments: We are helping our customers improve their customer service agents.

Pros:

It is easy to use when it works. It has not worked properly for 3 weeks now.

Cons:

I listen to prerecorded calls on this system and many calls have missing parts of the call or there are two calls overlapping. Those calls have to be abandoned instead of being able to audit them. Cutting into my production.

Excellent Software

Comments: 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!

Pros:

The software is user friendly. The User Interface is very organized, and has fast/easy access to each section.

Cons:

The only con I have with Monet is CSRs cannot withdraw their own PTO requests, once the request is approved.

Excellent fully featured WFO

Comments: I implemented this with an avaya on-premise call center

Pros:

This is a great solution for Avaya as Avaya recommends them and has worked with them on so many engagements.

Cons:

Verint is not as compete as Nice Incontact as it doesn’t have the same level of cloud CCaaS. It is still one of the best

Joshua Davis

Comments: The forecasting is great and very easy to use

Pros:

ease of use, great value, really like the new long term forecasting feature

Cons:

the PTO features, or lack there of, needs improving

Monet Feedback

Pros:

Customer support is excellent. Monet team is very responsive and helpful.

Cons:

No issues to report at this time - software is meeting expectations

Great Product with a Eager Support.

Comments: It gives us a better ability to keep and eye on our reps and their schedule adherence.

Pros:

The 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.

Cons:

It 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.

Verint

Pros:

It's great to have the mobile version for scheduling purposes. The mobile is quick and easy to navigate.

Cons:

The desk top version I think needs to be streamlined. Seems hard to navigate.