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Monet Software

Name: Monet Software
Rating: 4.5 (2 reviews)

By Verint Monet

1223 Interested

Highlights : About Monet Software

VOIP call recording & monitoring

Training & coaching tools

Evaluation questionnaires

Dashboard & reports

Full-motion video & audio playback

Real-time alerts

About Monet Software

Monet Software is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. The application offers an extensive series of features to suit busy call centers with high staff levels, offering visibility over all operations. Monet integrates with your existing ACD and PBX phone systems, pulling in historical data in order to forecast future call volume, agent requirements, and average call handle time. This data can be used in combination with the advanced scheduling tools to create staff schedules that match work rules, skills, holidays, breaks, budget and service levels. Monet's real-time adherence feature shows an on-screen live display of all call center and agent activity, such as who is on a call and who is available. This lets you evaluate how planned agent activity, forecasted call volumes, handle times and other KPIs match actual activity. Reports, dashboards, KPIs, and alerts give further visibility into call center activity. In addition to overseeing all business activity, Monet helps to evaluate individual agent performance through features such as call recording, screen capture, and speech and desktop analytics. Call quality scorecards can be created in order to share feedback with agents, plan for coaching, identify training needs and set goals.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Call center activity forecasting

Employee scheduling

Intra-day management

Exception planning

Performance analytics

VOIP call recording & monitoring

Training & coaching tools

Evaluation questionnaires

Automated screen capturing

Full-motion video & audio playback

Speech analytics

Desktop analytics

Personalized scorecards

Dashboard & reports

Built-in KPI metrics

Real-time alerts

Benefits

Monet's built-in data import feature integrates with all major ACD /Contact Center Infrastructure and CRM systems so that you can monitor agent adherence and call history in real-time.

Monet's agent adherence feature monitors & records the real-time actions & statuses of your workforce so that you can ensure schedules and KPIs are being followed.

Use scorecards, real-time alerts, agent analytics, dashboards, reports and Monet Metrics - a set of pre-defined KPIs - to measure all areas of call center performance.

Ensure quality across your service operations through speech analytics and desktop activity analytics - a set of monitoring tools to gain insight into customer interactions & internal processes.

Monet offers advanced staff scheduling tools such as exception planning for one-off days off or training sessions, as well as intra-day management to schedule breaks, lunch and anything else.

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