Call Center Scheduling Featured Article
Monet Unveils Amazon Connect WFM Integration
No contact center is complete without a robust workforce management solution. A key piece of a worthy workforce management solution is providing forecasting and scheduling capabilities to ensure stations are “manned” and ready for action.
Monet Software (News - Alert) unveiled the release of an integrated solution with Amazon Connect. The AWS Partner Network member is enhancing the Amazon call center solution with a number of new features.
“Monet WFO is an affordable cloud-based solution that was designed from the ground up to run on multiple AWS availability zones and adhere to best practices from AWS for the highest level of security and availability,” says Shimon Keren, Monet SVP of Products. “This new release adds a seamless WFM integration to Amazon Connect, a disruptive contact center technology from Amazon, and enables companies to host a growing number of key contact center solutions on AWS.”
With the newly integrated pairing, users can leverage forecasting, scheduling and real-time adherence in addition to improved agent communications and intraday management. The cloud-based WFM tool teams nicely with the Amazon Connect interface, making enhanced operations a foregone conclusion.
“Monet has been developing out of the box integrations for many years. We are committed to continuous innovation in our cloud AWS offering to enable businesses to have flexible, scalable, and affordable solutions to elevate their customer experience,” said Chuck Ciarlo, Monet Software CEO. “Monet Software is ready to assist Amazon Connect customers with a unified WFO solution that helps meet service level targets, improves customer experience, reduces cost, and empowers contact center agents.”
In the contact center, there is no margin for error. Each interaction is the opportunity to build a lifetime customer or create a viral firestorm. The choice is yours.
What WFM is in your contact center?
Edited by Maurice Nagle