Workforce Management Featured Article
CUSTOMER Magazine Gives Monet Software 2016 Product of the Year Award
As it applies in today’s environment, Workforce Optimization (WFO) is used by organizations with a strategy focusing on increasing customer satisfaction, while at the same time introducing new levels of efficiency across the board. In the past this was a very labor intensive process afforded only to large enterprises that could afford the man power. However, today companies such as Monet Software provide WFO solutions for businesses of any size. And its Monet Live WFO solution was recognized with the 2016 CUSTOMER Magazine Product of the Year Award from TMC (News - Alert).
CUSTOMER magazine has been reporting on call/contact center, CRM and teleservices industries since 1982. In addition to becoming the voice in the industry by reporting on the latest innovation, it also performs in-depth lab reviews to recognize the trendsetters with its highly valued awards.
Rich Tehrani (News - Alert), CEO, TMC, said of Monet Software, “Its Cloud-based Workforce Optimization solution has proven deserving of this elite status and I look forward to continued innovation from Monet Software (News - Alert) in 2016 and beyond.”
Having a WFO solution in today’s highly integrated and multi/omni-channel call centers is a must in order to bring all of these technologies together and use them efficiently. At its core, Monet provides an integrated workforce management, call recording, quality assurance and performance management.
Unlike traditional workforce software, the Monet platform doesn’t require the upfront cost and IT requirements. It is designed so even the smallest of organizations can deploy the service. It can be purchased with a monthly subscription fee that can be canceled anytime, while still delivering a scalable server power with elastic cloud computing to access resources and grow without limitations.
Call centers will be able to generate forecasts that are more accurate, develop better schedules and lower the attrition rates the industry is infamous for. Some of the other features include, call recording, PCI (News - Alert) compliance, screen capture, desktop and speech analytics, Key Performance Indicators (KPI), dashboards, and real-time alerts and reports.
“What this award means to us, more than just another honor to hang on our wall, is the acknowledgment that WFO Live is making a real difference at contact centers of all sizes across the country. The improved efficiency and customer service experienced by our customers every day is the best award we can imagine,” said Monet CEO Chuck Ciarlo.
The winners of the 18th Annual Product of the Year Award can be seen when the 2016 January/February issue of CUSTOMER magazine is published.