Call Center Scheduling Feature Article
December 04, 2012
Gartner Recognizes Teleopti for Innovative Contact Center Optimization
By Amanda Ciccatelli, TMCnet Web Editor
In the contact center, call volumes are constantly changing. If you try to predict the number of seats needed to keep your customers satisfied while also saving money, the end result will likely be unsuccessful. Because of the changing call volumes and variety of customer inquiries, you must have a workforce management system in place to properly schedule contact center agents.
Teleopti, a global provider of workforce management (WFM) software for contact centers, has been included in the 2012 Gartner (News - Alert) Magic Quadrant for Contact Center Workforce Optimization (WFO).
“We believe one reason for the recognition is our cutting-edge product, which includes a superior optimization engine for scheduling and forecasting,” said Olle Düring, CEO of Teleopti, in a statement.
Teleopti provides an open-standards WFM system with a Web-based SDK to enable advanced integrations with third party products. A network of application vendors, strategic partners and system integrators use the Teleopti SDK to enhance the capabilities of Teleopti’s core product and provide robust solutions to joint customers.
The Teleopti-ZOOM joint WFO solution combines WFM and quality management domains into a single, fully integrated suite. The solution is the first of its kind, and this is the first time that two vendors appeared as one solution provider in the Gartner Magic Quadrant for Contact Center Workforce Optimization.
Following a tradition of customer driven development, the Teleopti integration with ZOOM was designed with customers to bring value to the WFO equation. According the company, nine out of ten Teleopti customers recommend other call centers to invest in Teleopti solutions.
Nils Bildt, owner, founder and chairman of the board at Teleopti, said, “The most important reason for our high customer satisfaction is our outstanding customer and partner support. With customers in more than 80 countries, Teleopti has the largest geographical footprint and we are now the largest WFM provider in most markets in the world.”
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Edited by Rachel Ramsey