ACD + WFM: Is An “All in One” Solution Always Better?
Many contact centers with automatic call distributors (ACDs) choose to adopt the workforce management solution offered by that same provider. While there is some initial convenience in this arrangement, there are also limitations that can impact customer service.
The alternative? Best of Breed Workforce Management that delivers better data and more accurate forecasts and schedules.
Why are more contact centers switching to a Best of Breed solution like Monet WFM?
Telephony is the ACD vendor’s core competency. That company may provide WFM, but there is no guarantee that its solution is comparable to those offered by WFM specialists.
With Monet WFM, contact centers are assured of accurate call volume forecasts generated from historical data and ACD integration. It also creates flexible schedules that incorporate foreseen and unforeseen variables, agent exceptions, intra-day changes to both forecasting and scheduling, and performance management reports. Another Monet WFM benefit is call routing, so agents with specific skills are available to take the calls they are most qualified to receive.
Your all-in-one solution will work with the ACD system for which it was designed. But what if your needs change and a new system is required? If you change one, you’ll have to change both.
With Monet WFM, you can choose the ACD system that is best for your business, and keep the WFM solution that is already improving productivity while reducing your call center costs triggered by over-staffing or under-staffing. Our system is compatible with more than 65 cloud and premise ACDs.
A company that specializes in telephony may provide WFM that was sufficient when contact centers were merely call centers. Today, customers utilize both voice and digital channels, and such telephone-based options cannot deliver the resources contact centers need. Monet’s Best of Breed WFM is designed for omni-channel contact centers, so customers can easily transition from one channel to another within the same engagement.
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