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

sales@monetsoftware.comwww.monetsoftware.com

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