Monet Software brings Workforce Management to Salesforce Service Cloud™ users
July 2016 – Monet Software, Inc., a leader in cloud-based contact center workforce optimization, has unveiled Monet WFM for Service Cloud™, a solution designed to bring its Workforce Management capabilities to helpdesks using Salesforce Service Cloud™ case management platform.
Monet WFM for Service Cloud™, represents a significant step for helpdesks wishing to optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction and service levels.
“Helpdesks are in constant contact with customers, and must always be adequately staffed in order for them to provide an efficient and customized experience. They have traditionally been operating in the dark with regards to tracking case workload and visibility to agent schedule adherence. Even with great schedules in place, they have never really been able to measure whether their representatives were adhering to their schedules or not,” says Monet Software founder and CEO Chuck Ciarlo. “Monet WFM for Service Cloud™, has been designed to fill in this gap and allows a helpdesk to build accurate forecasts and optimal schedules. Not only does Monet WFM for Service Cloud™, track what the agents are doing, it also does so in real-time.”
Monet Software, inspired by its industry-tested, recognized, and award-winning workforce management solutions for the contact center industry, brings with Monet WFM for Service Cloud™, more than 15 years of expertise and experience to the helpdesk market.
Ciarlo continues: “We have been optimizing agents’ schedules for years now and we are confident that helpdesks will benefit greatly from our cloud-based, robust yet flexible, Workforce Optimization platform to increase representatives’ productivity, forecast accurately, optimize schedules, and boost their service levels and enhance their customers’ experience. In addition, they will gain more insight into how cases are managed, and the time investment required to address them.”
Monet WFM for Service Cloud™ features include:
- Forecasting of case workload and number of agents required to meet service levels
- Creation of dynamic schedules to deal with case arrival patterns and special events
- Intra-Day management of forecasts and schedules to react quickly to the unexpected
- Real time tracking of agent adherence to schedules and the ability to track and measure idle, working and not working time
- Performance reporting and alerting to simplify KPI tracking
- PTO and time off management
- Configurable employee “not ready” reasons, such as break, lunch and meetings
- Real-time state reports for agents and back office associates
Monet WFM for Service Cloud™, will be available through the App Exchange during the 3rd quarter of 2015.
To find out more about Monet WFM for Service Cloud™, check out this address or the AppExchange listing.
About Monet Software
Monet Software is a global provider of workforce optimization software solutions for call centers. Monet’s cloud-based solution, Monet WFO, 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.
Inspired by its industry-tested, recognized, and award-winning workforce management solutions for the contact center industry, brings with Monet WFM for Service Cloud ™, more than 15 years of expertise and experience to the helpdesk market.
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