Monet Workforce Management for Salesforce is a cloud scheduling and forecasting software solution designed for contact centers and help desks using Salesforce. Monet WFM for Salesforce 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 must 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 case management tool.

 

Monet Workforce Management for Salesforce fills this gap by integrating to the Salesforce case management system, so that help desks can create accurate forecasts and schedules.

Benefits for the Contact Center and Help Desk

Maximize Customer Experience

Provide Ability to Track Schedule Adherence

Prevent Over/Under Staffing

Enhance
Agent
Satisfaction

Produce More Accurate Forecasts and Schedules

“After having Monet, we can never go back.”

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“Our quality and service levels are averaging in the top 97% tier.“

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“We are already abandoning almost 2,000 less calls than a year ago.”

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