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Workforce Optimization (WFO)

Workforce Optimization (WFO)

Was ist Workforce Optimization (WFO)?

Verint Monet ist eine einfache, kostengünstige Cloud-Workforce-Optimierungslösung, die eine ACD-neutrale Option für Unternehmen bietet, die ihr Kontaktcenter und ihre Helpdesk-Vorgänge verbessern möchten. Mit über 65 Integrationen, einschließlich Salesforce,

Verint Monet ist die perfekte Option für Kunden, die eine Omnichannel-SaaS-Lösung für das Mitarbeiterengagement implementieren möchten.

Wer verwendet Workforce Optimization (WFO)?

Kontaktcenter und Helpdesks aus allen Branchen mit mehr als 40 Agenten.

Workforce Optimization (WFO) Software - 1
Workforce Optimization (WFO) Software - 2

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Workforce Optimization (WFO)

Workforce Optimization (WFO)

4,4 (18)
Keine Preise gefunden
Kostenlose Version
Kostenlose Testversion
18
Keine Integrationen gefunden
4,3 (18)
4,5 (18)
4,1 (18)
VS.
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Preisoptionen
Funktionen
Integrationen
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Kundenservice
Keine Preise gefunden
Kostenlose Version
Kostenlose Testversion
108
7
4,3 (186)
4,0 (186)
4,3 (186)
Die grünen Bewertungsbalken geben an, welches Produkt gemessen an der Durchschnittsbewertung und der Zahl der Bewertungen am besten abschneidet.

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Bewertungen über Workforce Optimization (WFO)

Durchschnittliche Bewertung

Gesamt
4,4
Benutzerfreundlichkeit
4,3
Kundenservice
4,1
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,5

Nutzerbewertungen nach Unternehmensgröße (Angestellte)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Bewertungen nach Punktzahl finden

5
72%
4
11%
3
6%
2
6%
1
6%
Mark
Mark
Workforce Manager at Compassion International in USA
Verifizierter Nutzer auf LinkedIn
Non-Profit-Organisation Management, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

WFM Supervisor Compassion International

5,0 vor 6 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Antwort von Verint

vor 5 Jahren

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

Steven
Call Center Analyst in USA
Freizeit, Reisen & Tourismus, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

All the tools for Optimal Efficiency

5,0 vor 6 Jahren

Kommentare: 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.

Vorteile:

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!"

Nachteile:

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.

Antwort von Verint

vor 5 Jahren

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

Debra
Analyst in USA
Hochschulbildung, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

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

2,0 vor 4 Jahren

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

Vorteile:

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

Nachteile:

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.

Jesse
WFM Specialist in Japan
Gastgewerbe, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

WFM Specialist, Club Med Sales Inc.

5,0 vor 5 Jahren

Kommentare: 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.

Vorteile:

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!

Nachteile:

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

Antwort von Verint

vor 5 Jahren

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

Crystal
Crystal
Technical Support Team Lead in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

5,0 vor 6 Jahren

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

Vorteile:

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.

Nachteile:

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.

Antwort von Verint

vor 5 Jahren

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.