Workforce Management Featured Article
A Great Year for Monet Software and for Cloud Workforce Management in General
Los Angeles-based Monet Software (News - Alert) has been a pioneer in the development of cloud-based workforce optimization solutions for contact centers, and the company is well poised to take advantage of the explosion in adoption of cloud-based solutions happening in the contact center industry. As more companies try to fit their workforce processes to a twenty-first century model, they’re discovering that a full-featured, cloud-based workforce management solution is essential. It helps companies follow a business model that accommodates the expectations of modern customers: high-quality customer support availability at all times of the day across multiple offices, departments and even home-based agents.
Monet was recognized for its excellence several times throughout 2015. For starters, the company was recognized by CIO Review as one of its 20 Most Promising Contact Center Technology Solution Providers.
“Monet Software has been on our radar for some time for stirring a revolution in the Contact Center technology space, and we are happy to showcase them this year due to their continuing excellence in delivering top-notch technology-driven solutions,” said Harvi Sachar, Publisher and Founder of CIO Review. “Monet Software’s solutions continued to break new ground within the past year, benefiting its customers around the globe, and we’re excited to have them featured on our top companies list.”
Next, the company’s Monet WFO Live – Workforce Optimization in the Cloud solution was named as a CUSTOMER 2015 Product of the Year Award winner, a distinction that recognizes the company’s innovation as a true provider of a cloud-based solution. This is an important detail in an era when many companies are attempting to fudge the “cloud” status of their solutions. In a recent article for Connections Magazine, Monet CEO Chuck Ciarlo described the situation.
“Given the increasing popularity of cloud solutions, it is regrettable – but not surprising – that some companies attempt to exploit the situation by offering a hosted client server solution under the cloud name, which is anything but,” wrote Ciarlo. “These fake cloud or ‘cloudwashing’ applications often come with drawbacks and additional maintenance costs because there are fundamental differences between hosted client server solutions and true cloud solutions.”
For companies seeking to take advantages of a true cloud-based solution, Ciarlo advises that they should be looking for a multitenant architecture that provides guaranteed service levels and up times, full scalability, and easily allows for frequent updates. The multi-tenancy aspect allows call center users to share the costs, a situation that is simply not possible with hosted client server solutions.
Cloud-based solutions such as those provided Monet are doing great things for the U.S. contact center industry. The reduction is costs for solutions is helping companies save enough money that they can bring call center jobs back to U.S. shores from places such as India or the Philippines, where quality and reliability are uncertain, at best.
Workforce management is increasingly critical to the contact center industry today. Companies simply cannot deliver the kind of personalized, omnichannel customer support without robust intraday management and scheduling across individual agents, work groups and facilities. For this reason, Monet says it’s confident that it’s poised for a great 2016.
Edited by Stefania Viscusi