Looking Back…and Looking Forward | Workforce Optimization Blog

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Looking Back…and Looking Forward

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What happened at Monet Software in 2015? Glad you asked….

The year began on a high note back in January with two prominent industry awards. CIO Review selected Monet Software as one of its 20 Most Promising Contact Center Technology Solution Providers. This distinction was based on evaluation of Monet Software’s capabilities in providing cloud-based Workforce Optimization (WFO) solutions.

The annual list is selected by a panel of experts and members of CIO Review’s editorial board to recognize and promote technology entrepreneurship.

“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, 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.”

That same month, TMC named Monet WFO Live – Workforce Optimization in the Cloud as a CUSTOMER 2015 Product of the Year Award winner. “On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Monet Software with a 2015 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its WFO Live solution has proven deserving of this elite status and I look forward to continued innovation from Monet in 2015 and beyond.”

Monet has been a pioneer in the development of cloud-based workforce optimization solutions for contact centers. In February, Monet CEO Chuck Ciarlo shared his thoughts about what he described as “The Fake Cloud Phenomenon” in an article published in Connections magazine.

Ciarlo expressed his concern over the way some companies have tried to market a hosted client server as a cloud solution, resulting in buyer confusion and unhappy clients. This is happening at a time when more companies than ever are making the transition from on-premises hardware and software installation to a cloud delivery model. The integrity of a quality product may be threatened if the situation does not change.

In March, Monet celebrated the release of contact center industry statistics on the insourcing of agent jobs back from India and The Philippines (a celebration no doubt shared by thousands of frustrated customers).

One aspect of this pivotal trend is how contact center technology changed during the outsourcing years, and how companies returning their contact center facilities to the U.S. realize that what worked in the past no longer gets the job done. That is why so many of these centers are ditching spreadsheets in favor of an automated workforce management (WFM) solution.

Every so often we like to share a Monet success story on our website or through our company newsletter, to illustrate how companies are saving money and boosting productivity with Monet solutions, In May of 2015, we published a case study on Bayview Loan Servicing, an investment management firm based in Florida.

The company was struggling with staffing issues caused by inaccurate scheduling, and an insufficient process for handling exceptions such as time-off requests. After searching for a workforce management platform to address these challenges, Bayview selected Monet WFM Live. Click here to see the results.

June was one of our busiest months, and also one of the most gratifying. It began with the inauguration of our new consulting services in conjunction with Marathon Partners, designed to help contact centers get the most from their technology and optimize professional practices.

These services focus on two primary areas: Operational Assessment, a 15-point review of the contact center or back office incorporating processes, quality management, service delivery and staff utilization; and Performance Improvement: which guarantees a minimum ROI of 2:1 through process excellence, best practice assimilation, performance management and implementation of a highly effective management system.

That same month Monet launched a partnership with Compassion International, the world’s largest and fastest growing child development-through-sponsorship ministry. Throughout the year of 2015, we were proud to help sponsor a child in need for every subscription to Monet Software SaaS Workforce Management Suite.

Children assisted through this effort will receive medical checkups, nutritious food, health and hygiene training, educational assistance and, where needed, access to such special services as surgeries and disaster relief.

Finally, we headed to Las Vegas on June 15 to attend the 2015 Call Center Week Conference and Expo at The Mirage. Our Booth #609 was a popular spot throughout the 4-day event.

In October we were back in Vegas at the Rio Hotel for the 2015 ICMI Contact Center Demo & Conference. Monet was proud to serve as one of the sponsors for this exciting annual get-together.

And as Halloween approached, we offered a holiday-themed webinar entitled “Slaying the Adherence Monster.” If adherence has ever been an issue at your contact center, you know what it can do to schedules and budgets. But the Adherence Monster is no match for Monet solutions with real-time adherence.

If you missed this 45-minute presentation, featuring tips and tricks to help you keep adherence issues away from your business, you can still check it out here.  

It was indeed a memorable year, one that would not have been possible without the support and enthusiastic response from our clients, as well as the hard work and dedication of our technology and sales teams. As we take a moment to look back on the highlights of 2015, it is also a good time to say thank you to all of those who helped make this year our best ever.

And while there are still a few days left in the year, at Monet we are already looking forward to 2016. While it is too early to reveal any details, the year ahead is one likely to feature the debuts of new solutions, new services, and more opportunities to meet with our clients and industry professionals at the top annual tradeshows. Stay updated on all of our latest news and announcements here, or on our Facebook page. 

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