Verint Monet

Verint Monet Workforce Management Professional (formerly Verint Monet WFO) is a comprehensive cloud-based solution designed to assist contact centers, particularly small and medium-sized businesses (SMBs) and growing enterprises, in achieving optimal workforce efficiency, improving customer experience, and increasing employee engagement. This comprehensive platform helps firms move beyond manual spreadsheets by providing powerful tools for precise forecasting, flexible scheduling, and real-time performance monitoring.

Verint Monet's key competency is its workforce management (WFM) capabilities. It uses powerful algorithms and historical data from numerous channels (phone, chat, email, and so on) to provide precise projections for call traffic and staffing requirements, guaranteeing that the right number of agents with the right qualifications are available at the right time. The robust scheduling engine accommodates complex work regulations and agent preferences, allowing for flexible shift options, self-service time-off requests, and shift swaps, which are critical for lowering agent attrition and increasing morale. Real-time adherence capabilities actively compare planned and actual activity, allowing supervisors to dynamically manage staffing throughout the day and respond rapidly to service level threats.