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Monet Unveils New WFO Software
Monet Software (News - Alert) has released a new version of its workforce optimization suite.
It was designed to assist contact centers and help desks in improving agent productivity and customer experience. It addresses performance gaps and works to reduce costs.
The cloud-based suite also features a new call recording and quality management with screen capture solution. That can be integrated into both cloud and on-premises contact center environments. Plus it integrates with Monet Workforce Management, Performance Management, and Speech Analytics solutions.
This new Monet Software release also features robust call search design, descriptive call, descriptive reporting, desktop screen and call audio live monitoring, dynamic conditional evaluations group and personal inboxes that leverage intelligent business rules, and video and interaction tagging.
It also adds long-term forecasting. It has a new, more intuitive user interface. And it enables users to enjoy omnichannel workforce management from within Salesforce.
New optimized deferred work scheduling in the Monet Software suite uses ACD or CRM historical data to ensure specific work tasks are scheduled for the best possible time.
“When we released the industry’s first true cloud WFO solution, we anticipated the need for businesses to have more flexible, scalable, and affordable solutions to enable them to transform and adapt to the digital world,” said Chuck Ciarlo, Monet Software CEO. “As technology grows increasingly more powerful and as new players enter to disrupt the contact center market, we are excited to release this new WFO suite that better aligns with customer’s needs and meets their demanding expectations regarding customer experience.”
Edited by Maurice Nagle
