The new breakthrough comes through a partnership between Wayne-based Evolve IP and Monet Software that has created an all-new Contact Center and Workforce Management cloud platform.
The combined solution builds on Evolve IP’s business analytics, dashboards, advanced routing, queue callback, and IVR by building accurate forecasts and optimal schedules with valuable reporting.
“Optimizing personnel resources has never been more critical. Contact centers are challenged with workforce management issues to meet service-level agreements while also controlling costs,” said Contact Center Solutions Vice President Rich Fox. “Evolve IP and Monet meet this challenge head-on, with a strategic, cloud-based solution that significantly increases productivity and provides deep analytics that drive insight-based business decisions.”
An initial study pinpointed the value of the new solution at an average savings of 5 to 10 percent of staff hours. A prime example is HOP Energy.
“Since deploying the platform, we’ve experienced improved service metrics, increased productivity, reduced costs, and better-aligned staffing hours,” said its Senior Vice President of Operations Stephen Loizeaux. “I recommend the platform for any call center manager interested in improving metrics across the board.”
Check out previous VISTA Today coverage of Evolve IP here.