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
Omnichannel data collection from Zendesk and from various ACD/Contact Center Infrastructure providers.
Forecasting
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.
Scheduling
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.
Real-Time Adherence
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.
Intra-Day Management
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
Agent/Supervisor Portal
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
