Teleopti, a global provider of WFM software, offers a world-class solution that is sophisticated and easy to use
Teleopti helps organizations empower their employees to provide outstanding customer service through our cloud-first workforce management (WFM) software. We are a global team of innovators and experts focusing 100% on WFM, enabling companies with user-friendly automation and optimization of omnichannel forecasting, scheduling, and people management. Teleopti WFM supports company profitability by elevating operational efficiency, employee engagement, and customer experience. Since the start in 1992 we have grown our customer community to 100 countries, collaborating with partners worldwide, and today Teleopti WFM plans and empowers over 500,000 employees.
Deliver a Superior Customer Experience
It’s a simple formula. The right agent, in the right place, with the right skill, with the right media, at the right time equals a superior customer experience. Contact centers face many challenges on a daily basis from fluctuating call volumes, expanded media types, to high turnover. Being able to efficiently manage these basic requirements requires the right tools to build, manage, and ensure a smooth interaction between agents, supervisors and your customers, in the media of their choice.
Improved Operational Efficiency
Teleopti WFM helps businesses of all sizes lower costs and gain more customer insight while becoming more efficient in day-to-day operations. The Teleopti WFM solution provides strategic planning, forecasting, scheduling, real-time adherence, and employee engagement capabilities to promote business growth and provide a more balanced workload, all while ensuring your customer traffic is known and service levels are met.
Employee Empowerment
Employee engagement is the heart beat of any successful company and with agent turnover proving to be the highest expense for contact centers, organizations need to ensure they are doing all they can to empower its employees. Teleopti WFM gives supervisors the tools they need to accurately produce agent’s shifts. Managers have the ability to view agent preferences, skill-sets and availability before making a schedule live. Agents have real-time access to their client portal to view adherence, report an absence, request time-off,and bid on schedules with colleagues.
Dive into Teleopti WFM features
All the tools for workforce management success in a single, unified solution
Forecast & Plan
Enhance workforce productivity by blending an understanding of customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules
- Accurate forecasting
- Multi-skill planning and optimization
- Long-term budgeting
- Staff administration
- Employment work rules
- Outsourcing collaboration
Analyze & Improve
Monitor and manage service performance, both of real-time activities and past results, to get a clear picture of all performance metrics. Ensure informed, data-driven decisions for ongoing success, in the present and the near or far future
- Report analysis
- Business intelligence
- Intraday management
- Real-time follow-up
Empower & Work Together
Create opportunities for collaboration between all roles within customer service operations to foster workforce engagement with their work and schedule. Automated inclusivity of the scheduling and requests process boosts efficiency and employee empowerment
- Schedule adaptability
- MyTime employee self-service portal
- Gamification
- Shift trading
- Absence handling
- Overtime management
Interact & Notify
Drive contact center transparency by making your workforce aware of the current plan and any changes, in their schedule or between activities within their workday. Clear communication helps employees understand what is needed from or available to them
- Instant alerts
- Text notifications
- Calendar sync
Train & Develop
Identify the skills and knowledge gap in your workforce and automatically schedule the relevant type of training to match that need. Remove the manual work that goes into flexible training planning and developing employee competency
- Automated training planning
- Competence management
Ready to connect
Tailor a flexible, unified IT suite that supports your customer service operations. Teleopti WFM integrates with over 100 customer service platforms for telephony, email and chat as well as CRM, HR, payroll, WFO systems, and retail solutions. Integrations are possible with anything from home-grown, CPE-based platforms to the latest Cloud Contact Center Infrastructure. Platform interoperability now, and in the future, is ensured through close relationships with big Contact Center Infrastructure vendors and proactive compliance testing when either company releases new product versions.
See How Teleopti Could Transform Your
Workforce Management
Sign up for a free demo today!
Supporting Over 800 Customers Around the World
