Verint Monet: Cloud Workforce Optimization Software for Contact Centers & Help Desks

Our cloud-based call center workforce management software enables our customers to focus on what they do best: deliver a world-class customer experience.

Call Center Workforce Management

Verint Monet Workforce Management (WFM) solution incorporates forecasting, scheduling, agent communication, and adherence to optimize your workforce resources. Service and efficiency are enhanced when call center workforce management software chooses the right numbers of agents with the necessary skills to take care of your customers every day.

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Workforce Optimization

Verint Monet Workforce Optimization (WFO) is a unified product suite that enables organizations to improve customer experience, improve agent productivity, identify performance gaps, and empower your workforce to deliver outstanding and efficient customer service.

 

Verint Monet WFO software includes Workforce Management, Call Recording, Screen Capture, Quality Management, and Performance Management.

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Workforce Management for Salesforce

Verint Monet WFM for Salesforce integrates seamlessly with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Contact centers and help desks can optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction and service levels.

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Analytics

Verint Monet Speech Analytics transform voice interactions into actionable customer insights, and augments your quality program to enable a superior experience for your customers. Our Desktop Analytics solution delivers business intelligence at the desktop level to improve productivity and reduce costs.

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“After having Verint Monet, we can never go back. It’s a very intuitive solution to use, especially the way the exports are done. It makes everything easier.”

Jesse Holder, Workforce Management Specialist at Club Med.

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What is Workforce Management Software?

Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. Workforce management is a critical task for contact centers/ help desks, as poor planning and execution can have a negative impact on your business (revenues, cost), your customers (satisfaction) and even your employees (motivation/burn-out).

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