Agent Coaching & Monitoring, Agent Engagement, Agent Motivation, Agent Scoring, Cloud Solutions, Contact Centre Satisfaction, Contact Centre Technology, Customer Satisfaction, Gamification, Multi-Channel Solutions, Performance Management, Self Service, Social Media, Software Solutions, Workforce Management, Workforce Optimisation
Teleopti, is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use.
As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centres and back offices improve customer service and profitability – through optimized, humanized automated forecasting and scheduling with advance features to empower and engage employees.
Teleopti provides everything necessary to effectively manage staff, forecast demand, create schedules automatically, develop accurate and insightful reports, increase employee satisfaction and improve the overall customer experience.
Teleopti WFM solution either on-premise or in the cloud includes:
- Staff forecasting
- Scheduling and optimization
- Scheduling for multi-channel
- Agent self-service including NEW absence and overtime approval probability indicators
- Agent competence development
- Agent empowerment
- Intraday management
- Reporting and performance
- BPO Exchange to help outsourcers to meet peak periods and campaign needs
- The latest in gamification
Available either on-premise or as a cloud based solution Teleopti has sophisticated mechanisms for managing many contact channels, media and skills, virtual contact centres and agents. WFM also serves as the hub for an organisation’s larger workforce optimisation strategy and Teleopti has the flexibility to manage that strategy.
Working with customers for continuous improvement.
Perhaps the most important success factor for Teleopti is its relationship with its customers. The ability to work with so many industry leaders has been critical to the company’s continued development of innovative and problem-solving WFM solutions. In the latest customer satisfaction survey 9 out of 10 customers stated they would recommend Teleopti to others.
Founded in 1992, Swedish-established Teleopti has customers in over 90 countries, offices in Sweden, United States of America, Canada, United Kingdom, Russia, United Arab Emirates, China, Germany, Brazil, South Africa, Malaysia, Finland and Norway.
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