Teleopti, a provider of workforce management (WFM) solutions, has gained membership in the innovation network of ShoreTel (News - Alert), a specialist in unified business communication solutions. Teleopti serves the needs of contact centers, back offices and retail stores.
Clinton Fitch, manager of advanced applications III at ShoreTel, EMEA said, “Given the complex and changing role of customer service, and the conversation in the market about multi-channel customer service to balance voice, webchat and e-mail, Teleopti solutions enable scheduling and management of contact center agents of these multiple channels.”
ShoreTel’s network members form a community of technology partners who are validated for their interoperability with ShoreTel’s published software interfaces. Now Teleopti can use ShoreTel’s open architecture and also further enhance the all-in-one contact center solution of ShoreTel.
The workforce management or WFM solution, Teleopti CCC can be procured via ShoreTel’s extensive distribution network now. The robust optimization, management and adherence monitoring tools will enable customers to improve operational efficiency, and employee and customer satisfaction, cost effectively.
Olle During, CEO of Teleopti said, “We are very pleased to be extending our solution to ShoreTel customers. With our powerful solution integrated with their technology, improvements will be great.”
Forecasting, scheduling, intraday management, agent empowerment and reporting are the various functionalities offered by the Teleopti solution. All these features are required to efficiently manage the workforce in a contact center.
Teleopti customers are also 23 percent more efficient when compared to average contact centers, the company says. The availability of advanced functionality offered in an easy-to-use interface enables contact centers to ensure that the right people with the right skills are available at the right time.
Teleopti and ZOOM International (News - Alert) has been included in the Gartner magic quadrant for contact center workforce optimization.
The Teleopti-ZOOM Workforce Optimization (WFO) solution effectively integrates the features of workforce management and quality management domains to offer a single end-to-end application suite for customers operating in the contact center industry. The companies have shared a long-standing OEM-partnership, as part of which, ZOOM distributes Teleopti solutions in the North American markets through its huge reseller network.
Edited by Rory J. Thompson