Monet Software Pricing, Features, Reviews & Comparison of Alternatives

Monet Software

Workforce management & optimization for contact centers

4.35/5 (17 reviews)

Monet Software overview

What is Monet Software?

Monet Software 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.

Monet integrates with your 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.

Monet'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 you 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, Monet 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.
monetsoftware.com

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
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Monet Software reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.4
  4.3
  4.1
Mark Hernandez

WFM Supervisor Compassion International

Used daily for 2+ years
Reviewed 2018-08-16
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Steven Jones

All the tools for Optimal Efficiency

Used daily for 2+ years
Reviewed 2018-08-20
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Bernard Gutnick

Excellent fully featured WFO

Used occasionally for 2+ years
Reviewed 2020-07-21
Review Source: Capterra

I implemented this with an avaya on-premise call center

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

Cons
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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Debra Hoffmann

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

Used daily for 6-12 months
Reviewed 2020-01-31
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 2/10

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Crystal Frye

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

Used daily for 2+ years
Reviewed 2018-08-16
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Monet Software pricing

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

Monet Software features

API (415 other apps)
Activity Dashboard (262 other apps)
Activity Tracking (186 other apps)
Automatic Notifications (223 other apps)
Calendar Management (196 other apps)
Contact Database (146 other apps)
Contact Management (149 other apps)
Custom Fields (161 other apps)
Customer Database (185 other apps)
Customizable Branding (236 other apps)
Customizable Reporting (182 other apps)
Customizable Templates (198 other apps)
Data Import/Export (209 other apps)
Electronic Payments (159 other apps)
Email Integration (214 other apps)
Reminders (199 other apps)
Reporting & Statistics (287 other apps)
Social Media Integration (193 other apps)
Surveys & Feedback (167 other apps)
Third Party Integration (259 other apps)

Videos and tutorials

Additional information for Monet Software

Key features of Monet Software

  • Call center activity forecasting
  • Employee scheduling
  • Intra-day management
  • Exception planning
  • Performance analytics
  • VOIP call recording & monitoring
  • Training & coaching tools
  • Evaluation questionnaires
  • Automated screen capturing
  • Full-motion video & audio playback
  • Speech analytics
  • Desktop analytics
  • Personalized scorecards
  • Dashboard & reports
  • Built-in KPI metrics
  • Real-time alerts
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Benefits

Monet's built-in data import feature integrates with all major ACD /Contact Center Infrastructure and CRM systems so that you can monitor agent adherence and call history in real-time.

Monet's agent adherence feature monitors & records the real-time actions & statuses of your workforce so that you can ensure schedules and KPIs are being followed.

Use 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 your service operations through speech analytics and desktop activity analytics - a set of monitoring tools to gain insight into customer interactions & internal processes.

Monet 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.