Workforce Optimization (WFO)

Workforce management & optimization for contact centers

About Workforce Optimization (WFO)

Workforce Optimization (WFO) is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. The application offers an extensive series of features to suit busy call centers with high staff levels, offering visibility over all operations.

Workforce Optimization (WFO) integrates with existing ACD and PBX phone systems, pulling in historical data in order to forecast future call volume, agent requirements, and average call handle time. This data can be used in combination with the advanced scheduling tools to create staff schedules that match work rules, skills, holidays, breaks, budget and service levels.

Workforce Optimization (WFO)'s real-time adherence feature shows an on-screen live display of all call center and agent activity, such as who is on a call and who is available. This lets users evaluate how planned agent activity, forecasted call volumes, handle times and other KPIs match actual activity. Reports, dashboards, KPIs, and alerts give further visibility into call center activity.

In addition to overseeing all business activity, Workforce Optimization (WFO) helps to evaluate individual agent performance through features such as call recording, screen capture, and speech and desktop analytics. Call quality scorecards can be created in order to share feedback with agents, plan for coaching, identify training needs and set goals.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Workforce Optimization (WFO)

Key benefits of Workforce Optimization (WFO)

  • Workforce Optimization (WFO)'s built-in data import feature integrates with all major ACD /Contact Center Infrastructure and CRM systems so that users can monitor agent adherence and call history in real-time.

  • Workforce Optimization (WFO) agent adherence feature monitors & records the real-time actions & statuses of workforce so that users can ensure schedules and KPIs are being followed.

  • Uses scorecards, real-time alerts, agent analytics, dashboards, reports and Monet Metrics - a set of pre-defined KPIs - to measure all areas of call center performance.

  • Ensure quality across users service operations through speech analytics and desktop activity analytics - a set of monitoring tools to gain insight into customer interactions & internal processes.

  • Workforce Optimization (WFO) offers advanced staff scheduling tools such as exception planning for one-off days off or training sessions, as well as intra-day management to schedule breaks, lunch and anything else.
  • Devices

    Business size

    S M L

    Markets

    Canada, United States

    Supported Languages

    English

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Workforce Optimization (WFO)

    Images

    Workforce Optimization (WFO) Software - Real-time analytics
    Workforce Optimization (WFO) Software - Performance and quality management
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    Workforce Optimization (WFO) Software - Real-time analytics
    Workforce Optimization (WFO) Software - Performance and quality management

    Features

    Total features of Workforce Optimization (WFO): 16

    • Automated Routing
    • Automatic Call Distribution
    • Budgeting/Forecasting
    • Call Center Management
    • Call Monitoring
    • Call Recording
    • Computer Telephony Integration
    • Data Import/Export
    • Employee Scheduling
    • Interaction Tracking
    • Labor Forecasting
    • Monitoring
    • On-Demand Recording
    • Performance Management
    • Reporting/Analytics
    • Time & Attendance

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    Reviews

    Overall rating

    4,4 /5
    (17)
    Value for Money
    4,4/5
    Features
    4,4/5
    Ease of Use
    4,3/5
    Customer Support
    4,1/5

    Already have Workforce Optimization (WFO)?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

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    Showing 5 reviews of 17
    Mark H.
    Overall rating
    • Industry: Nonprofit Organization Management
    • Company size: 1 001-5 000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    WFM Supervisor Compassion International

    Reviewed on 2018/08/16

    We have appreciated our almost 14 years using Monet at Compassion International. It provided the...

    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.

    Response from Monet Software

    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 J.
    Overall rating
    • Industry: Leisure, Travel & Tourism
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    All the tools for Optimal Efficiency

    Reviewed on 2018/08/20

    Monet has given us the ability to solve our shrinkage and adherence problem. We no longer need...

    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.

    Response from Monet Software

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

    Debra H.
    Overall rating
    • Industry: Higher Education
    • Company size: 11-50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 2.0 /10

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

    Reviewed on 2020/01/31

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

    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.

    Jesse H.
    Overall rating
    • Industry: Hospitality
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    WFM Specialist, Club Med Sales Inc.

    Reviewed on 2018/09/05

    Monet paints a clear picture of our staffing needs. This has helped us reduce our ABA from 28% to...

    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.

    Response from Monet Software

    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 F.
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 1 001-5 000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

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

    Reviewed on 2018/08/16

    We were able to more efficiently staff our department using the forecasting tools and utilizing...

    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.

    Response from Monet Software

    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.

    Showing 5 reviews of 17 Read all reviews

    Workforce Optimization (WFO) FAQs

    Below are some frequently asked questions for Workforce Optimization (WFO).

    Workforce Optimization (WFO) offers the following pricing plans:

    • Starting from:
    • Free Trial: Not Available

    Submit a request for a price quote from the Monet Software webiste.

    Workforce Optimization (WFO) has the following typical customers:

    11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

    Workforce Optimization (WFO) supports the following languages:

    English

    Workforce Optimization (WFO) supports the following devices:

    We do not have any information about what integrations Workforce Optimization (WFO) has

    Workforce Optimization (WFO) offers the following support options:

    Email/Help Desk, Knowledge Base

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