Monet Live WFO Reviews

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

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.

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.

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.

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

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

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

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

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

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.

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!

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

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

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

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.

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

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

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

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!"

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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

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

the PTO features, or lack there of, needs improving

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

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