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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Making Workforce Optimization Easy and Affordable

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We are very excited that Monet Software and our new solution suite Monet WFO Live was featured in the March 2012 issue of Customer Interaction Solutions with the title "Making Workforce Optimization Easy and Affordable". Here are some highlights from the article:

“Call centers can now quickly and easily optimize all aspects of their workforce with one affordable solution, resulting in better utilization of resources, better cost management and improved service levels,” Chuck Ciarlo explains. “Monet WFO Live unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service. Customers can create accurate forecasts, efficient schedules for work volumes, track key metrics in accordance to their business goals, record and monitor calls for quality, training and compliance purpose, all in one integrated cloud-based platform.”

Ciarlo added that “Monet is leading the call center workforce technology cloud by addressing some major industry trends”:

  • "Customers are looking for one stop shopping and for a fully integrated WFO solution to take advantage of synergies across multiple functions.
  • The adoption of cloud-based software is further accelerating due to proven value: scalable, security, low cost, ease of use, and fast implementation.
  • Call centers want to move from a reactive to proactive mode of operation with goal settings, dashboards, triggers, and alerts to further optimize resources”.
Monet WFO Live consists of a handful of software modules, including Monet WFM, Monet Record, Monet Quality, and Monet Metrics.

Click here to read the full cover story.
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