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Call Center Times

Buyer's Guide Directory

Workforce Management



Monet Software is a global provider of workforce optimization software solutions for contact centers. Monet’s cloud-based solution, Monet WFO Live, is an affordable and easy to use contact center optimization software solution, which includes workforce managementcall recordingquality assurance and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.

Monet WFM is fully integrated with Monet’s Workforce Optimization SuiteMonet’s cloud-based WFO platform efficiently and securely delivers web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web-based deployment, and high performance and scalability. With Monet WFM you get all the benefits of Monet’s WFO platform.

Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet’s WFO platform:
Monet WFM, Workforce Management for Service Cloud™, represents a significant step for helpdesks wishing to optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction, customer experience and service levels.

Visit us on: www.monetsoftware.com
To access all of our online resources: http://www.monetsoftware.com/call-center-software-resources/



SHL is the leader in talent measurement solutions, driving better business results for clients through superior people intelligence and decisions - from hiring and recruiting, to employee development and succession planning. With a presence in over 50 countries, SHL delivers more than 35 million assessments annually in over 30 languages - allowing over 10,000 business customers to benefit from both global expertise and local insight. Along with its world-class consulting practices and 24-hour support center, SHL clients can access over 1,000 assessments through an easy-to-use technology platform. SHL was acquired in 2012 by CEB, the leading member-based advisory company. By combining the best practices of thousands of member companies with advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations. Headquartered in London, UK, SHL has offices in North and South America, Europe, the Middle East, Africa, Asia and Australia/New Zealand. For more information, visit www.shl.com.


Jason Finney | –SHL Account Executive

Pipkins, Inc. has been at the forefront of Workforce Management Systems development since 1983. Headquartered in St. Louis, Missouri, Pipkins provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology.

Pipkins’ Vantage Point workforce management solution forecasts workload and schedules staff for single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes forecasts for special events such as direct mail drops or seasonal promotions. The program integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package. Optional modules are available for real-time adherence monitoring, Web-based agent access, Web-based time and attendance, and now pop-up agent notification of intra-day schedule adjustments. Pipkins’ Agent Notification Module for its Vantage Point workforce management software expedites intra-day schedule adjustments by enabling call center supervisors to send pop-up messages to agents' computer screens. Messages can alert agents to schedule changes and incorporate each agent's new schedule within the pop-up window; or send overtime requests and allow agents to respond with a click. This upgraded feature can send a message to the staff for the activities you want to monitor when the agent is out of adherence more than number of the tolerance minutes you specify. All Vantage Point functions are also available through the WorkforceScheduling.com online subscription service. 

To Contact Pipkins:
Toll Free (within US) 1-800-469-6106

Inova Solutions - www.inovasolutions.com

ISC - www.isc.com

Jacada - www.jacada.com

Invision Software - www.invisionwfm.com

Spanlink - www.spanlink.com

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