Verint Monet cloud workforce management for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize your workforce resources. Service and contact center efficiency is enhanced when the right numbers of agents (with the necessary skills) are taking care of your customers every hour, every day. Check out the features of our call center workforce management software below.
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.
Our advanced scheduling engine incorporates all call types and activities to generate staffing schedules that optimize factors, including agent availability, work rules, skills, holidays, breaks, service levels, and center budgets.
Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
Manage your plan by tracking the call center operation in real time, compare it to your original forecast, and easily modify agent requirements and adjust staffing as needed.
Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs, and revenue.
Allows Agents and Supervisors to communicate schedule changes, quickly and easily. Agents can view their schedules, check their adherence, conduct shift swaps, and request time-off all in one place.
Supervisors can process agents’ schedule changes and time-off requests, automated time-off management and schedule alerting to help keep your agents in adherence.
Verint Monet Software integrates with all major CCI and ACD phone systems, allowing the WFM software and CCI/ACD to talk to each other in real time.