Zendesk + Verint Monet

A Cloud Workforce Management Solution for Contact Centers using Zendesk
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Verint Monet Workforce Management (WFM) features a seamless integration with Zendesk enabling contact centers and help desks to elevate customer experience, improve agent productivity, identify performance gaps, and empower their workforce to deliver an outstanding and efficient customer service.

With Verint Monet’s Zendesk Software Integration, both voice and digital channels can now be optimized in a in a true omnichannel environment. The Verint Monet call center workforce management software enables businesses to forecast omnichannel demand and created optimized omnichannel scheduling.

Key Features

Omnichannel Data Collection
Forecasting
Scheduling
Real-Time Adherence
Intra-Day Management
Agent/Supervisor Portal

Omnichannel data collection from Zendesk and from various ACD/Contact Center Infrastructure providers.

Run simulations to calculate a precise forecast for future call volume, agent requirements, and average handle time for any time interval of the day, based on historical data from ACD/Contact Center Infrastructure and CRM systems.

Our advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels, and center budgets.

Allows you to ensure that agents are adhering to their schedule at the click of a button. You’ll be able to see scheduled activity compared to actual activity with durations and a rolling view of their most recent upcoming scheduled activity to effectively and easily manage and monitor your staffing.

Allows you to manage your plan by tracking the call center operation in real time, compare it to your original forecast, and enable you to easily modify agent requirements and adjust staffing as needed.

Allows Agents and Supervisors to communicate schedule changes, quickly and easily.

Benefits for the Contact Center


Optimizes omnichannel support

Provides accurate reporting

Increases service levels

Reduces operational costs

Additional Resources

Workforce Management
7 Tips for more Effective Call Center Scheduling: #1 Flexible Shift Model
In these challenging economic times, every call, every customer interaction and every dollar counts. We have created a list of 7 […]
Whitepaper
The Benefits of Workforce Management Explained to My Boss
This eBook will show you how to build a persuasive case and convince decision-makers to add WFM to your contact center or help desk.
Whitepaper
Scheduling Spreadsheets Are Not Really Free
Many call centers that don’t use workforce management systems typically rely on scheduling spreadsheets.   This brief whitepaper takes a […]
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