Monet Software is proud to announce the release of our next generation Workforce Optimization (WFO) suite. This solution was designed to empower contact centers and help desks to improve customer experience and agent productivity, identify performance gaps, reduce costs, and deliver outstanding and efficient customer service.

Monet WFO brings advanced functionality to its cloud-based suite such as a new call recording and quality management with screen capture solution, long-term forecasting, a newly designed and intuitive user interface, and omnichannel Workforce Management directly from Salesforce.

Call Recording and Quality Management with Screen Capture

Monet’s new cloud-based Call Recording and Quality Management with Screen Capture integrates seamlessly into a cloud or on-premise contact center infrastructure to help deliver exceptional customer service. Businesses have access to a robust call search design, descriptive call, video and interaction tagging, desktop screen and call audio live monitoring, dynamic conditional evaluations, powerful group and personal inboxes driven by intelligent business rules, and descriptive reporting.

Monet cloud-based Call Recording and Quality Management solutions also integrate with Monet Workforce Management, Performance Management, and Speech Analytics solutions, enabling businesses to transform each customer interaction into actionable data, and to align each conversation with their business goals.

Long-Term Forecasting

Monet’s Long-Term Forecasting creates long-range forecast calculations using historical volume and arrival patterns, which generate accurate staffing requirements. Planners can customize flexible ranges of months as unique long-term forecasts, each with their own overhead cost values, allowing flexible “what if” scenarios for long-term capacity planning and cost projections.
Special closed dates like holidays are recognized in FTE requirements, and anomalous data can be excluded so that long-term planning with Monet is both easy and precise.

UI Modernization

Monet’s classic user-friendly UI has gotten a makeover! Our modern responsive UI makes web pages render well on a variety of devices and screen sizes and increases the efficiency of performing day-to-day workforce optimization tasks by maximizing the available workspaces.

Optimized Deferred Work Scheduling

Improve the scheduling of deferred work tasks like email and cases. Using historical data from an ACD or CRM to drive the deferred work scheduling, Monet can find the most optimal time of day to ensure deferred work tasks are handled while also meeting service level targets of immediate response tasks like calls and chat.

Omnichannel Workforce Management directly from Salesforce

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. Help desks can optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction and service levels.

“When we released the industry’s first true cloud WFO solution, we anticipated the need for businesses to have more flexible, scalable, and affordable solutions to enable them to transform and adapt to the digital world,” said Chuck Ciarlo, Monet Software CEO. “As technology grows increasingly more powerful and as new players enter to disrupt the contact center market, we are excited to release this new WFO suite that better aligns with customer’s needs and meets their demanding expectations regarding customer experience.”