WFM for Salesforce Brochure-v3 - Call Center Workforce ... · Monet Workforce Management for...
Transcript of WFM for Salesforce Brochure-v3 - Call Center Workforce ... · Monet Workforce Management for...
Monet Workforce Managementfor Salesforce
The Smart Way to Elevate Your Customer Experience
Monet WFM for SalesforceOmnichannel Scheduling and Forecasting SolutionDesigned for Contact Centers and Help Desks Using Salesforce
Benefits
Our solutions enable our customers to focus on what they do best:
deliver a world-class customer experience
Why Monet?• True Multi-Tenant Cloud Solution: Secure, low IT footprint
• ACD Agnostic: Over 60 CCI and ACD integrations
• Robust & Scalable Solution: Get the power you need, when you need it
• Easy to Use & Learn: Intuitive and user-friendly interface
• Enhanced Training: Dedicated customer success manager
• Support & Maintenance: Rolling updates & ongoing support included
• Rapid Deployment: Fast installation and adoption
• Cost Effective: No large upfront investment & rapid ROI
Produce accurateforecasts and schedules
Provide superior abilityto track schedules
Ability to makeadjustments on the fly
Enhance agent satisfaction Maximize customer experience
11812 San Vicente Blvd. Suite 605 Los Angeles, CA 90049Tel: 310-207-6800
Prevent over/under staffing
Omnichannel Scheduling and Forecasting Solution
Designed for Contact Centers and Help Desks Using Salesforce
Omnichannel & CaseLoad Forecasting
OptimizedAgent Scheduling
Monet WFM for Salesforce
Enhance Your Customer and Agent Experience with
Superior Omnichannel Forecasting and Scheduling
Monet WFMWorkforce Management Made Easy
Monet delivers value to your entire contact center and help desk operation, helping
to improve service levels and reduce costs while improving employee morale
through more predictable, flexible and efficient scheduling and staffing.
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.
• Caseload forecasting
• Scheduling
• Intra-day management
• Exception planning
• Real-time adherence
• Performance analysis
• Agent and supervisor portal
• Seamless ACD integrations
Monet Agent Integrated Agent Portal within 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.
Monet Performance Management Business Intelligence at Your Fingertips
Monet Performance Management transforms contact center and help desk performance
management from a reactive to a proactive approach. Get easy access to a unified view
of key metrics and quickly adjust center operations resulting in better decision making,
better utilization of resources, better cost management, and improved service levels.
• Scorecards
• Agent analytics
• Customizable reports
• Dashboards
• Real-time KPI alerts
Real-Time AdherencePerformance Management
Monet WFM for Salesforce provides a unified platform experience to improve efficiency by
giving agents greater visibility and empowerment.
Contact centers and 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. Monet WFM for Salesforce integrates to both the ACD and Salesforce
case management system to provide greater visibility around general activities.
Agents can receive alerts, request exceptions, and swap shifts, among other tasks.
Agent VisibilityAgents can check their schedules and key information such as adherence score.
Agent Functionality