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Introducing: Monet’s New Workforce Optimization Suite - Verint Monet - ContactCenterWorld.com Blog

Introducing: Monet’s New Workforce Optimization Suite

Something great just got even better.

Monet Software is proud to announce the release of our next generation Workforce Optimization (WFO) suite. We designed it 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.

New features? It’s loaded.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Call Recording and Quality Management with Screen Capture

Monet’s 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.

And of course, this solution integrates with our 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

Create 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 “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

Our 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 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. 

What could your contact center achieve with these capabilities?  

Questions? Contact a Monet team member today

 

Source: http://www.monetsoftware.com/blog/Workforce-Optimization/post/introducing-monet-s-new-workforce-optimization-suite

Publish Date: June 11, 2018 5:00 AM


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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018 5:00 AM
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