[June 1, 2005]

Monet Workforce Management Now in 100 Languages

By David Sims, TMCnet CRM Alert Columnist

Left Bank Solutions is announcing that Monet AnyWhere is being offered in over 100 languages.

Monet AnyWhere is a Web-based workforce management agent and supervisor interface that “acts as a powerful extension to the Monet Workforce Management System,” according to company officials, providing agents and supervisors stationed at home or at work with “convenient, easy access to scheduling, tracking and exception planning management functions.”

The Monet Workforce Management System with Monet AnyWhere is suitable for large multiple contact centers using VoIP and hosted contact center technology.

"We are seeing the emergence of virtual call centers enabled by Voice over IP which can now be located anywhere in the world and consist of a mix of agents working from home as well as those stationed in an actual contact center," said Charles Ciarlo, President and CEO of Left Bank Solutions.

"Whether your resources are offshore, homeshore or anywhere in between, Monet AnyWhere can manage them cost efficiently in real time."

Ciarlo added that call center growth is greater abroad than in the U.S. With many of these overseas centers servicing in-region callers, there is a need for workforce management tools to be available in the native language.

For example, Monet AnyWhere was recently implemented in a Romanian contact center. At that site, agents view Monet in their native language. All data is presented in Romanian in order to boost agent productivity and simplify agent recruiting requirements.

The over 100 languages Monet Anywhere speaks include Chinese and other Asian languages that require double-byte capabilities.

David Sims is contributing editor and CRM Alert columnist for TMCnet.