Left Bank Solutions, Inc., a provider of hosted workforce optimization solutions for the contact center, has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment.
Monet WFM Express, designed for contact centers with 15 to 50 agents, offers multi-skill forecasting, agent scheduling, vacation/exception management, an easy-to-navigate user interface, drag-and-drop scheduling, rapid install and set up, and integration with most major ACD’s. Charles Ciarlo, Left Bank Solutions’ president and CEO, said this new version “is great for small centers that want to move away from basic tools like spreadsheets and Erlangc calculators.” He added that this version serves as a stepping stone for companies that might later want to upgrade to a complete WFM package, such as Monet WFM Professional or Enterprise.
Monet WFM Professional, designed for contact centers with 50 to 150 agents, offers an expanded feature set, including forecasting and scheduling solutions. For example, it addresses unlimited agent skill sets, intra-day management, real-time agent adherence across all agent groups, and optional agent and supervisor web portals.
Monet WFM Enterprise is a full-featured enterprise-class version designed for contact centers with thousands of seats. Capable of handling workforce management across multiple sites and multiple time zones, it is ideal for enterprises with geographically dispersed centers. It offers expanded data integration capabilities, rapid agent set up and advanced employee import for thousands of agents. Monet WFM Enterprise also offers tools to instantly export and import forecasts, employee data, schedules and adherence information. Ciarlo said this version “addresses the complex needs of the largest centers and integrates well with QM and other call center systems.” Because it is interoperable with other software and systems, it “makes switching from another WFM system easy to accomplish without data loss.”
Left Bank Solutions last made news on TMCnet in February when it announced
the release of Monet WFM Live, a multi-tenant, pure Web-based workforce management solution. Based on the company’s Monet WFM OnDemand product line, Monet WFM Live is has an all new code base and offers numerous enhancements, including the industry’s first WFM multi-tenant architecture platform. Available as both a hosted and on-premise solution, Monet WFM Live is designed so that large hosted service providers such as Sprint (News
), Verizon/MCI, TELUS, Salesforce.com and Oracle can enhance their existing contact center offerings with a robust, fully integrated WFM solution allowing for easy tenant setup, administration, and system compatibility in any centralized data center.
Left Bank’s WFM solutions are interoperable with Mitel, Interactive Intelligence, Avaya, Inter-Tel, Nortel, Cisco, Telephony@Work, Toshiba (News
), Iwatsu, and many other ACDs.
For more information, visit www.leftbanksolutions.com
Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for TMCnet. To see more of his articles, please visit Patrick Barnard’s columnist page.