Workforce Management in the Cloud

This whitepaper provides an overview of the cloud-based software model, highlights the difference to the hosted and on-premise software models and also explains the key advantages and benefits regarding investment, implementation, operations and upgrades.

What is Cloud-based Workforce Management Software?

Overview of cloud-based workforce management software and how it compares with on-premise based software

Advantages of Cloud-based Workforce Management over On-Premise WFM

Today, as many companies have discovered, the Cloud-­‐based model of delivery has huge advantages over the traditional premise-based solution.

Cloud-based models use a new multi-tenant architecture that is designed to efficiently and securely deliver:

  • Web-based applications at the lowest possible cost
  • Fast set up, ease of use
  • Low operating costs through shared services
  • Highest security for web-based deployment
  • High performance and scalability through seamless scaling of computer resources, also called "cloud computing"

This approach ensures that all the necessary computing capacity is available for your WFM solution when you need it, including during your peak load times, at a very low cost.

The traditional on-premise model requires a large upfront investment in software, hardware, IT resources, time and money for installing, configuring and implementing the solution. In addition, maintaining and upgrading software, servers, back up data, etc. results in ongoing expenses that are often not accounted for.

The following section compares the two models in more detail and illustrates how the differences impact the cost, implementation, usage and success of the WFM solution in your organization:

1. Set up and implementation

Cloud:

Easy and fast set up: We create an account, load data and configure your system within days. All users can securely access the solution through a web browser.

On Premise:Installation on hard- and software: Take several months to purchase, install and configure both the hardware and software.

2. Upfront costs

Cloud:

Lower initial cost: No upfront investment for software and hardware. Monet WFM Live is offered through a low monthly subscription fee that includes training, support, maintenance and upgrades.

On Premise:Large upfront investment: Customers have to purchase hardware and software, pay for installation, configureation and implementation through consultants, resulting in a 5 or 6 digit capital expenditure.

3. Operating costs

Cloud:

Lower operating cost: Shared services infrastructure of Cloud WFM dramatically reduces the cost for operating and maintaining servers.

On Premise:Hidden operating costs: Running your server operation, including back ups, maintenance, upgrades and hardware replacement may, not be accounted for.

4. Scalability and performance

Cloud:

High scalability: With multi-tenant architecture, the "elastic cloud computing" platform allows for maximum scalability of data-intensive scheduling scenarios.

On Premise:Scalability limited through server: The server (and associated performance restrictions) limits the scalability and performance of installed software.

5. Software upgrades

Cloud:

Painless upgrades: Automated upgrade procedures ensure you are always on the latest version. Upgrades and new features are made available on an on-going basis, at no cost.

On Premise:

Manual and delayed upgrades: Upgrading software is often postponed due to the vast effort and costs. New features to improve scheduling won't get implemented.

6. Implementation success

Cloud:

Highly motivated vendor: Monet Software has a financial incentive to make you successful, solve issues and maintain you as a long term customer.

On Premise:

Vendor is motivated by initial sale: High upfront license fee lower motivation for vendors to help make the solution work and solve your issues; software may not get fully utilized.

7. Usability

Cloud:

Ease of use: The new web-based user interface of SaaS-based solutions focuses strongly on usability, providing an easy to use solution that is fast to learn.

On Premise:

Complex user interface: Traditionally, older client-server software was not optimized for usability, making it more difficult for the user to take advantage of the software features.

8. Investment risk

Cloud:

Low risk: If you are not satisfied with the solution you might be able to cancel the agreement or switch to another vendor.

On Premise:

High risk: A huge upfront investment locks you in, even if the solution does not meet your needs.

If you have further questions about the benefits of SaaS based WFM call us now at 1-310-207-6800 or email us at info@monetsoftware.com.

About Monet Software

Monet Software is a global provider of workforce optimization software solution for all call centers. Monet's cloud-based solution, Monet WFO Live, is an affordable and easy to use call center optimization software solution, which includes workforce management, call recording, quality assurance and performance management. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet's WFO platform:

  • Affordable: Low monthly fee, minimal capital investment, no hidden costs
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Workforce Management, Call Recording, Quality Assurance and Performance Management
  • IT friendly: Secure and cloud-based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Corporate website: www.monetsoftware.com

Workforce management blog: http://blog.monetsoftware.com

Call recording and monitoring blog: http://call-recording-blog.monetsoftware.com/

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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