Teleopti earns top score for overall vendor satisfaction in DMG Consulting’s WFM Report for fourth year running
Teleopti, a global provider of workforce management (WFM) solutions, announced today that it has consistently earnt the top score for overall vendor satisfaction from customers for the last 4 years in the WFM Product and Market Report by DMG Consulting LLC.
DMG Consulting LLC, a leading contact centre industry analyst firm, publishes its WFM Report each year, examining the WFM market and trends as well as vendors within the WFM market. The 2018-2019 Workforce Management Product and Market Report closely studies 6 leading and contending vendors, whose offerings fit the report criteria, exploring the capabilities of their WFM suites as well as conducting a detailed vendor satisfaction survey. In this customer survey, Teleopti received the highest score in four out of ten evaluation categories, including overall vendor satisfaction. Teleopti was also awarded top points from customers for ongoing service and support, pricing and vendor communication.
Teleopti’s achieving the leading score in four of the ten vendor satisfaction categories reflects its commitment to engaging customers in all areas of interaction.
Teleopti works to engage customers both as a service offering and with a continued effort to provide WFM solutions that ensure efficient contact centre operations and support management, planning teams and agents.
Connected to this goal, Teleopti WFM’s product development is customer-driven, as can be seen by the constant innovation toward the mobility of schedule access for contact centre agents and capabilities of the Teleopti WFM web suite, along with the launch of new modules that align with customers’ business needs.
Another company mission is to drive customer’s own agent engagement, with Teleopti focusing on developing advanced automation and tools that humanize the workplace and empower agents. This is underlined by Teleopti’s receiving the top product satisfaction scores from customers in the DMG report for vacation/time-off management features and functionality and eLearning/meeting management.
Donna Fluss, President of DMG Consulting LLC, said,
“The digital transformation is driving many positive changes and improvements in contact centres and other service organizations,”
“Enterprises are looking for flexible omni-channel and mobile-enabled WFM solutions to improve employee and customer engagement.”
“The needs of our customers are at center stage when it comes to our product roadmap, implementation projects, and the open communication pathways we create with both our new and long-standing customers,” said Magnus Geverts, Chief Business Development Officer at Teleopti. “It is this customer-centric focus that we believe sees us achieving high scores for vendor satisfaction as well as continuing to increase our customer numbers, achieving significant year-on-year market share growth.”
Olle Düring, CEO at Teleopti, concluded,
“At Teleopti we constantly try to push the frontiers of WFM, developing more agent engagement functionality, exploring the full potential of the cloud for WFM, creating intelligent WFM automation, and driving market opportunities for Teleopti.
That is why we are happy to see such great results in the DMG report, year after year, and know that Teleopti continues to satisfy and engage customers, throughout such rapid growth and development.”
For more information concerning DMG’s 2018-2019 Workforce Management Product and Market Report, Click Here
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, gamification, desktop analytics, robotic process automation, surveying/voice of the customer, text analytics, customer journey analytics, cloud-based contact center infrastructure, dialling, interactive voice response systems, intelligent virtual agents and proactive customer care. Our actionable recommendations are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months.
For additional information on DMG Consulting visit their Website
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with cutting-edge features to empower and engage employees.
Founded in 1992, Swedish-established Teleopti has customers in over 85 countries, offices in Sweden, United States of America, Canada, United Kingdom, Russia, United Arab Emirates, China, Germany, Brazil, the Philippines, Finland and Norway – and a comprehensive global network of partners. With a record of continuous net profitability for 25 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner.