Workforce Optimization (WFO) Reviews

Pros

One thing that works really well is the ability to integrate shift bidding and the annual calendar so employees can use both in one place. The system is also simple to navigate.

Cons

At times, the system feels slow and a bit finicky and since it is not web-based, WFO goes down whenever the server is down.

Pros

The interface is very user friendly and getting around the system feels simple.

Cons

There are so many features available that it can be a bit difficult to figure out the best way to use everything.

Pros

Since Avaya recommends this solution and has partnered with them across many engagements, it feels like a very reliable choice for Avaya environments.

Cons

Compared with NICE inContact, Verint is not quite as complete because it does not offer the same level of cloud CCaaS capabilities though it is still one of the better options available.

Pros

Using the original version was actually enjoyable because the software was simple to work with and almost fun. The trouble started after they updated it. Since the "improvements," it has not been working properly at all. There are so many errors now and tasks that used to take me around two hours are taking nearly twice as long. There seems to be a glitch in the new version that keeps getting in the way and it really needs to be fixed. The first edition was much better.

Cons

Calls keep dropping and sometimes the system records them starting halfway through instead of from the beginning. That was not an issue with the older version so this feels like a big step backward with the current release.

Pros

When the system is functioning, it's simple to use. Unfortunately, it hasn't been working properly for the past three weeks.

Cons

I use this system to review prerecorded calls and a lot of them either have missing sections or two calls playing over each other. Because of that, those recordings have to be abandoned instead of audited and it's hurting my production.

Pros

Our team uses it for both live and historical call monitoring and it's been really useful. One thing I especially appreciate is that our company's evaluation sheets are built right into the system and automatically calculate scores which makes reviewing performance with employees much more simple.

Cons

The system crashes and logs me out which can be frustrating. It also feels like the newest version added a lot more features but the older version actually handled the basic tasks I need for my role much better.

Pros

Having the mobile app for scheduling is a big plus. It's fast and simple to move around in which makes checking schedules really convenient.

Cons

desktop version could use some streamlining. It feels harder to navigate than it should be.

Pros

Right from the start, this software felt very simple to use while still offering some of the strongest functionality I've seen in the WFM software space. The forecasting in the Monet system is especially impressive and the interface looks polished, professional and very appealing overall.

Cons

Honestly, nothing stands out as a downside. Every interaction I've had with their customer support has been excellent.

Pros

Using this software feels very simple. The interface is well organized and getting to each section is quick and convenient.

Cons

My only issue with it is that CSRs can't withdraw their own PTO requests after those requests have already been approved.

Pros

The platform is very user-friendly, offers excellent value and the new long-term forecasting feature has been a really welcome addition.

Cons

The PTO functionality still feels limited and definitely needs improvement.

Pros

It just clicks. It was simple to get up and running with WFM, even across a large team. The well-paced deployment and engagement approach helped us move quickly through each core component and start making a real difference in the company.

Cons

Since we use all of it's components, a few of the less mission-critical areas could use more attention. It looks like that's being addressed in the next release and I'm hoping that improvement continues.

Pros

This has been a really positive experience over the past few years. The system is simple to navigate and very user-friendly overall. Whenever questions come up, the team is always willing to take the time to help and they've consistently been patient, friendly and supportive.

Cons

It's not a necessity but it would be helpful if it could connect more easily with our payroll system.

Pros

Whenever I've needed help, the customer support has been outstanding. Their team responds quickly and is always helpful.

Cons

At this point, I haven't run into any problems, the software is doing exactly what I expected.