Call Center Scheduling Feature Article
April 05, 2012
Call Center Scheduling: Monet Introduces Unified Cloud WFM Platform
By Amanda Ciccatelli, TMCnet Web Editor
Monet Software, Inc., a provider of cloud-based Workforce Management, today unveiled the availability of Monet Record and Monet Quality, expanding its offering to a unified Workforce Optimization (WFO) suite. Call centers can now efficiently automate workforce management, call recording and quality management with one affordable solution, resulting in better utilization of resources, better cost management, increased compliance, and improved service levels.
“Many call centers are still challenged with having the right number of agents, with the right skills while ensuring that calls are handled with a high degree of quality and in compliance with regulations and policies,” said Chuck Ciarlo, CEO of Monet Software, Inc., in a statement. “By extending Monet WFM with call recording, and quality management we connect forecasting, scheduling, agent skills, call quality, and compliance into one solution to better meet customer needs and deliver more effective customer service.”
Monet’s WFO platform helps companies establish proactive call center management through these new solutions:
Monet Record - Call Recording for Compliance and Quality AssuranceMonet Record provides an easy and affordable web-based solution to record, archive, and retrieve customer interactions to monitor call quality and gain business insights. Call centers can improve their customer service and ensure adherence to regulations and policies and easier resolution of transaction disputes.
Monet Quality - Quality Assurance to Boost Productivity and Service QualityMonet Quality is a flexible solution to evaluate the performance of contact center agents. It helps call centers improve agent effectiveness and optimize customer interactions through call assessment and playback, quality monitoring, call quality scoring, evaluation questionnaires and detailed reporting.
Monet Record and Monet Quality extend Monet’s Workforce Management solution to a fully integrated WFO suite that optimizes call center operational efficiencies, employee satisfaction and overall customer experience
Monet Live, Monet’s cloud-based solution, is a seamless call center optimization software solution including workforce management, call recording, quality management and screen capturing. Call centers can improve service and reduce costs without traditional workforce software upfront expenses and IT requirements.
Edited by Jennifer Russell