Monet Software Joins Forces with Evolve IP for Improved WFM
Monet Software (News - Alert), a provider of cloud-based workforce optimization solutions for contact centers, recently announced that it has teamed up with Evolve IP, a cloud services company, to release a new unified, cloud-based Contact Center and Workforce Management (WFM) platform. The solution combines Monet's WFO Live service and Evolve IP (News - Alert)'s award-winning, multi-channel contact center solution to help companies provide a better customer experience, each and every time.
“This strategic partnership with Evolve IP addresses the demands from mid-level and enterprise contact center customers,” said Monet Software's Vice President of Sales Nino Pozgaj. “By integrating Monet Software's industry-leading Workforce Management product with Evolve IP's award-winning contact center and IVR solutions, call centers can now optimize all aspects of their workforce for improved outcomes across all area of the business.”
According to a recent study by Monet, contact centers using WFM systems experience an average savings of 5-10 percent of staff hours. And that’s just with an average WFM system. The new Evolve IP/Monet platform will be able to offer call center managers so much more, including forecasting and scheduling capabilities; intra-day management to easily determine real time trends regarding forecast vs. actual results; real time adherence to keep an eye on actual agent activity throughout the day; and performance management and analysis tools to help managers report and analyze agent activities.
Additionally, the unified platform positions Evolve IP's contact center features—such as business analytics, dashboards, advanced routing, queue callback and IVR—alongside Monet's cloud-based WFM solution, which empowers contact center managers to build accurate forecasts and optimal schedules, with reporting tools to ensure agents are adhering to assigned hours. The combination of these features improves service levels, increases productivity and delivers a rapid return on investment for contact centers across all industries.
Thus far, the unified solution has been used successfully by customers. HOP Energy's SVP of Operations, Stephen Loizeaux, commented on how the solution has performed in his company, saying, “The integrated workforce management solution from Evolve IP and Monet Software delivers proven results. Advanced analytics enable us to provide greater customer experiences while minimizing costs through right-sized and skill-based staffing levels…Since deploying the platform, we've experienced improved service metrics, increased productivity, reduced costs and better-aligned staffing hours. I recommend the platform for any call center manager interested in improving metrics across the board.”
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