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 the ACD.
Our advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize agent availability, work rules, skills, holidays, breaks, service levels, and budgets.
Compares planned agent activity to actual activities throughout the day and forecasts to actual call volumes, handle times, and other key performance indicators.
Provides an integrated exception calendar to simplify the scheduling of agent exceptions, such as time off and one-time or recurring training meetings.
Graphically displays agent schedules that can be changed by
dragging and dropping breaks, lunches, and other exceptions. Real-time updates can be made to required and assigned agents instantly, and surpluses and shortages are displayed for designated time periods of the day.
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.
Verint Monet Workforce Management integrates seamlessly with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.
Agents no longer need to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts. The unified platform experience improves efficiency by giving agents greater visibility and empowerment.
Help desks using Salesforce manage a substantial number of cases, so it’s critical to always have the right number of agents at the right time, engaged in the right task. However, even with accurate schedules in place, help desks usually operate in the dark with limited visibility into general activity, leaving managers uncertain whether adherence levels are being met and cases are being handled efficiently.
This is because most Workforce Management systems are integrated only to the ACD, not to the Salesforce case management tool.
Verint Monet Workforce Management integrates directly into the Salesforce case management system, so that help desks can create accurate forecasts and schedules.