Monet Software's Flurry of News Includes Salesforce Service Cloud Integration

Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas.

As a result of the integration, he said, Monet Software can now offer adherence, forecasting, and scheduling for the help desk.

In other news from Monet Software, the company has launched a consulting division. Ciarlo said the company always has been a big believer that service is key to customer service and that the new division adds to its value proposition on this front. Monet’s consulting division can help companies with process design, and it has a six-week coaching course on best practices that it offers to contact center supervisors at its clients’ companies. That course includes the evaluation of coaching techniques and collaboration.

Monet Software also recently rolled out speech analytics in the cloud, which Ciarlo indicated is a new kind of offering in the marketplace. That means Monet Software now addresses everything from desktop analytics, performance management, quality assessment, speech analytics, and workforce management. And its metrics solutions look at around 30 key performance indicators, he added.

“We’re scheduling more agents in the cloud than probably any company,” said Ciarlo.

Monet Software has been a pioneering force in the area of workforce management for more than a decade. Monet WFO Live enables call centers to automate workforce management, call recording, quality assurance and agent analytics. The solution unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service.

Customers can create accurate forecasts, efficient schedules for work volumes, track key metrics in accordance to their business goals, record and monitor calls for quality, training and compliance purpose, all in one integrated cloud-based platform. Monet WFO Live consists of a handful of software modules, including Monet WFM, Monet Record, Monet Quality, and Monet Metrics.

Edited by Stefania Viscusi