Monet Software Features

Monet Software

Workforce management & optimization for contact centers

4.78/5 (9 reviews)

Monet Software Feature Summary

  • 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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Monet Software Feature Reviews

8 reviewers had the following to say about Monet Software's features:

Raghu Venugopal

Great WFM Tool and Organization

2018-08-29

We are a high growth company that has implemented Salesforce as our CRM solution over the past year.

Pros

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

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg Barrett

Great WFM solution that solved many of our Contact Center issues

2018-09-04

We removed our excel based/paper/email based systems and took our KPIs to a new level.

Pros

Monet makes sense. It is easy to use and get started in WFM even with a large team.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris Starcher

Monet Feedback

2018-09-05

Pros

Customer support is excellent.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Keith Tietz

WFM review

2018-08-21

From that we can report agent KPIs and empower the agent to correct their own KPIs increasing overall productivity.

Pros

Easy to use and captures many aspects of the business and empowers the agents with schedule changes and scorecards.

Cons

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Steven Jones

All the tools for Optimal Efficiency

2018-08-20

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.

Cons

Regarding the agents, I only wish a phone app or mobile site existed for Monet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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.

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Jesse Holder

WFM Specialist, Club Med Sales Inc.

2018-09-05

The staff, easy use of the program and it's stability, far exceeds any expectations.

Pros

Monet is very easy to use and navigate through.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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

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Crystal Frye

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

2018-08-16

We were able to more efficiently staff our department using the forecasting tools and utilizing real time adherence with all agents.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

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.

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Mark Hernandez

WFM Supervisor Compassion International

2018-08-16

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 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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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

Read more