Monet Software Newsletter – October 2018
Wrapping Up Dreamforce 2018
Commitment to Customer Experience Tops Priority List
We’re back from a very busy week in San Francisco, where once again Dreamforce put on a show that few will forget in the weeks and months to come.
This was Monet Software’s second year of attendance, and this time around our booth was so crowded every day that we could not even attend many of the keynote speeches and other events taking place throughout the city!
Amidst more than 2,500 sessions and with 350 companies in attendance, what was the biggest message to emerge from this year’s event? From the discussions we had with customers and other industry professionals, it seemed to be a move toward using AI (artificial intelligence) to create a better customer experience.
A new product, Einstein Voice, uses natural language processing to classify the updates within a given Salesforce application. This makes it easier to update customer profiles, compose emails and schedule meetings by talking to a mobile device.
Salesforce also announced new and extended partnerships with Apple, AWS and IBM.
Of course, Monet customers already know how advanced technology can improve the customer experience at help desks and service desks. Our Next Generation Workforce Optimization solution integrates seamlessly with Salesforce Service Cloud or Sales Cloud case management systems, to provide an innovative omnichannel WFM solution directly from Salesforce.
Monet Introduces New User Interface
Sophistication and Simplicity In One Solution
Let’s face it – most business people don’t often think about the role of the user interface (UI) in the technology they use every day. But UI is critical to how well we human beings interact with the machines that are supposed to make our lives and our work easier.
At Monet we are constantly reviewing the UI aspect of our contact center solutions, to make sure they provide a user-friendly experience and allow managers and agents to efficiently complete their daily tasks.
And today we are proud to reveal the result of that ongoing research: a brand new, modern and more responsive user interface.
We are very excited about this, especially at a time when new communication channels are becoming increasingly more complex to manage. Our new UI provides the sophistication to meet the challenges of an omnichanel environment, while also delivering greater simplicity in daily contact center operations.
Our enhanced UI is the end result of months of hard work, and complements our Next Generation Workforce Optimization Suite that has been enriched with new functionality such as Call Recording and Quality Management with Screen Capture, Long-Term Forecasting, and new integrations such as Salesforce and Amazon Connect.
Monet’s unified cloud Workforce Optimization solution also makes it easier to better manage contact center performance, and to switch from a reactive mode to a proactive mode to leverage actionable data for better decision-making.
We are thrilled to share this state-of-the-art user interface with our customers, prospects, partners and the industry at large.
You Are Cordially Invited To Visit the New Monet Website
Redesigned With You In Mind
We’ve recently completed a makeover on monetsoftware.com. The new site is now up and running, and we’d love it if you would stop by, look around, and give us any feedback on how it looks and how it works for you.
Our main goal was to modernize the site’s appearance and functionality; but we also wanted to provide easy navigation to enable our visitors to get the information they’re looking for as fast as possible. We’ve also added even more information about our contact center solutions and integrations, plus a wealth of resources to help make your contact center more efficient.
Looking for blogs, demos, whitepapers, webinars or case studies? You’ll find them all here as well.
Through this website redesign and the new UI announced in our previous item, we want to reiterate our commitment to innovation to our customers and partners to keep on delivering new, easy to use and customer-driven solutions. Our objective is simple: we want to help contact centers and help desks be more efficient when it comes to workforce optimization so they can focus on what they do best: delivering a world-class customer experience.
We hope that you will enjoy browsing our new site, finding more options and information each time, and that it will be yet another tool for strengthening our business relations.
Four Unique Ideas for Improving Contact Center Efficiency
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Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious