Workforce Management Solution for Call Centers - Monet WFO Live

Learn how call centers can 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.

Better Customer Service and Higher Revenues at Lower Costs

Do you have the tools to get your call center to the next level?

Benefits

  • Increase productivity and service levels
  • Achieve better cost management and regularity compliance
  • Maximize revenues and customer satisfaction
  • Optimize the utilization of your resources

The Monet WFO Live Advantage

  • Affordable: Low monthly fee, minimal capital investment
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Workforce Management, Call Recording, Quality Monitoring and Agent Analytics
  • IT friendly: Secure and scalable, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

A Unified Workforce Optimization Solution for Call Centers

Many call center managers are still challenged with having the right number of agents with the right skills, ensuring that calls are handled in compliance with regulations and policies, while also delivering great customer service. Monet Live, Workforce Optimization in the Cloud, is a complete suite for call centers to automate workforce management, call recording, quality assurance and agent analytics. Call centers can 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. Monet Live unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service. The system creates efficient schedules for incoming call volumes, tracks key metrics in accordance with a company's business goals, and monitors calls for quality, training and compliance purposes, all in one integrated platform:

  • Workforce Management
  • Call Recording
  • Quality Management
  • Screen Capture
  • Performance Management and Agent Analytics

Monet WFM - Workforce Management Made Easy

Monet WFM sets a new standard for ease of use and affordability of workforce management software. Monet's solution deliver value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

  • Forcasting
  • Scheduling
  • Intra-Day Management
  • Exception Planning
  • Real-Time Adherence
  • Configuration and Administration
  • Performance Analysis
  • Simple ACD Intergration

Monet Record - Call Recording for Compliance and Quality Assurance

Monet Record provides an easy and affordable web-based solution to record, archive and retrieve customer interactions. This helps you improve customer service while ensuring adherence to regulations and policies, and clear up transaction disputes and other service related issues.

  • On-Demand Recording
  • Live Monitoring
  • Call Playback
  • Selective Recording
  • Multi-Site Call Recording
  • Call Tagging/Exporting
  • Audit Trail
  • PCI Compliant
  • File MAnagement/Archiving

Monet Quality - Quality Assurance to Boost Productivity and Service Quality

Monet Quality is a flexible and easy to use platform to evaluate the performance of your agents and contact center. It gives managers and supervisors more time and resources to strategically focus on improving call quality, customer interaction and productivity.

  • Easy Retrieval and Discovery
  • Evaluation Questionnaire
  • Quality MAnagement
  • Reporting and Analytics

Monet Screen Capture - Easily capture and retrieve full-motion video and audio

Monet Screen Capture is a powerful and easy to use platform to capture and playback synchronized voice and video of your agent's interactions. You can easily capture and retrieve how agents use your CRM and other desktop applications. As you gain greater desktop efficiency, you will be able to improve your call handling times, increase First Call Resolution (FCR), and increase overall customer satisfaction.

  • Capture and Retrieve Full Motion Application Screens
  • Synchronized Audio and Video
  • Video Compression
  • Standards Based File Export
  • Access Level Security
  • Archiving and Reporting Capabilities

Monet Metrics - Get actionable insights to optimize your call center performance

Monet Metrics sets a new standard by transforming call center performance management from a reactive to a proactive approach. Get easy access to a unified view of key performance metrics and quickly adjust center operations resulting in better decision making, better utilization of resources, better cost management and improved service levels. Easily establish goals and benchmarks and monitor key metrics that are critical for your call center performance.

  • Scorecards
  • Agent Analytics
  • Customizable Reports
  • Dashboards
  • Real-Time Alerts
  • KPI's such as Agent Adherence, Service Levels, Labor Costs and Staffing

Monet WFO Live unifies your call center operation

With Monet Live, call centers get a unified WFO solution that connects all aspects of scheduling, skills, quality, metrics and compliance to better meet customer needs and deliver more effective customer service. Easily identify patterns and analyze metrics at various levels for training and quality assurance purposes, and establish quality standards and best practices. In addition, you can combine quantitative and qualitative information for a complete assessment of contact center performance. For example, if Monet Metrics surfaces a potential issue, you can easily link those data using Monet Record and Monet Quality to get to the root cause and develop tailored training and coaching programs to address it. Only an integrated WFO suite allows you to "connect the dots" to get the whole picture that allows you to impact the bottom line.

Flexible and cost effective WFO suite in the cloud

Monet's call center management software is cloud-based and delivered as a service, avoiding a large upfront investment and painful hardware and software implementation. Monet's cloud-based WFO platform efficiently and securely delivers web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web-based deployment, and high performance and scalability. With Monet Live you get all the benefits of a leading 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 Monitoring, Screen Capture and Agent Analytics
  • IT friendly: Secure and cloud-based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

For more information please call 1-310-207-6800, email us at info@monetsoftware.com or visit our website at www.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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