Monet Software (News - Alert) empowers contact centers and help desks with technology that allows them to work smarter. That way these customers can focus on the things they do best – like delivering a world-class customer experience.
CUSTOMER magazine recently spoke with founder and CEO Chuck Ciarlo about the value of workforce management, Monet’s relationship with Salesforce, and what that all means for customers. Here’s an excerpt of that conversation
How does Monet enable contact centers and help desks work smarter?
We do this by providing a suite of tightly integrated cloud-based applications that when used together allows them to gain efficiencies, measure performance, and reduce cost. It's the right combination of benefits at a very affordable price.
I founded Monet Software in 2002, after owning and managing several successful contact center businesses. During that time, I worked with many workforce management solutions. They were hard to use, difficult to implement, and very expensive. So, it was really from that experience that I decided to design my own WFM solution known as Monet.
What does a WFM system do exactly, and why is it important?
A workforce management system allows contact centers and help desks to automate forecasts and schedules and ensures that they have the right number of agents with the appropriate skills at the right time. Even with great schedules in place, usually created with time-consuming and error-prone spreadsheets, managers can never really tell if their agents are adhering to their schedules and how this will impact service levels. Workforce management helps optimize workforce resources.
What’s the difference between WFM and WFO?
Workforce management helps businesses meet or exceed service goals and manage their workforce efficiently. Workforce management incorporates demand forecasting, planning, and automated scheduling of agents. Workforce optimization helps businesses enhance the performance of their contact center/help desk. Workforce optimization includes WFM, call recording, quality management, performance management and, analytics. It provides more insights to managers to evaluate the overall performance of their contact center, identify potential issues, and reduce costs.
What is Monet’s target audience?
We have been helping contact centers and help desks all over the world. They range in size from 40 to more than 4,000 agents in most industries. Our customers choose Monet Software for the security, scalability, and flexibility of a cloud-based model, and for our comprehensive functionality, intuitive user experience, fast set-up, and excellent customer support.
How did Monet Software get its name?
The name Monet comes from the French painter, Claude Monet. While visiting Paris, I went to Giverny, Monet’s home and gardens, where he realized most of his iconic paintings. Since running a call center and particularly workforce management stands at the crossroads where art and science meet, I took Monet for the art and software for the science and made Monet Software, the Art of Workforce Management.
What trends are you seeing in the WFM space, and what’s driving these trends?
One significant trend that we see is the importance and focus on the customer experience. As consumers embrace technology, their behaviors and habits change, and their expectations grow. Customer experience is soon expected to overtake price and product as a key brand differentiator.
As a result, we can see consolidation between contact center infrastructure, customer relationship management, and workforce optimization to offer an integrated solution for contact centers/help desks that translates into the seamless customer experience.
We are also observing the importance of omnichannel. Digital channels are now more popular over voice in four out of five age groups. Consumers expect a consistent and high-value customer experience no matter the channel they choose. They don’t want to keep on repeating themselves to solve an issue – even if they use different mediums such as voice, chat, or email.
Last month your company released its Workforce Management solution for Salesforce. Why is Monet Software introducing this solution at this time?
Given the trends mentioned above, it is essential to offer a solution that fuses the contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support that customers expect.
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.
What’s the one thing that CUSTOMER readers need to know about Monet’s Workforce Management solution for Salesforce?
Help desks no longer need to operate in the dark when it comes to case and employee optimization. Monet WFM for Salesforce fills a gap by integrating to the Salesforce case management system, so that help desks can create accurate forecasts and schedules, and elevate the customer experience.
What makes this solution unique in the marketplace?
Monet WFM for Salesforce is a true cloud solution and has the deepest integration to Salesforce of any WFM vendor. That offers quick implementation and fast ROI. The solution also integrates with more than 65 cloud or on-premises telephony systems that allow companies to choose the ACD system that is best for them and therefore, gives them a lot of freedom.
What’s next for Monet Software in the WFM arena?
When we released the industry’s first true cloud-based WFM solution, we were years ahead of any other vendor in terms of cloud WFM technology and architecture. We are very excited that in the coming months we will be releasing our Next Generation Cloud WFO platform. That will continue our industry thought leadership and leapfrog the competition.
Edited by Maurice Nagle