Case Study: Monitronics achieves consistent 24/7 service and accurate staffing forecasts with Alvaria Workforce Management

Monitronics Recognized industry leader in alarm monitoring and security services

Monitronics, a leading alarm-monitoring and security provider serving over 1 million customers across the U.S., Canada and Puerto Rico, needed to deliver consistent 24/7 emergency response. Their legacy workforce management system couldn’t accurately forecast staffing, leading to surprise spikes or slowdowns, manual schedule firefighting and higher operating costs—putting service consistency and growth at risk.

Monitronics implemented Aspect Workforce Management for scalable forecasting, historical tracking, real-time monitoring and schedule adherence, backed by responsive support. The solution improved intraday visibility and forecast accuracy, reduced over- and understaffing, lowered costs and freed managers to focus on service; operators now handle calls more efficiently and empathetically, helping Monitronics maintain consistent response levels, reduce attrition and better protect customers’ lives and property.

Monitronics

Torrie Marshall

Manager of Workforce Management