International Flavor: Moroccan CRM Leader Aligns with Swedish WFM Solution
November 03, 2014
By Rory J. Thompson, Web Editor
As much as we Americans like to sometimes convince ourselves that the sun rises and sets on us, there are other players in the contact center industry that are also scrambling to make their mark and grab some market share.
Two such players are Intelcia, a Moroccan leader in the CRM outsourcing industry, and Teleopti, a global leader in workforce management (WFM) software. The two companies just announced that they’ve reached an agreement where Intelcia has chosen Teleopti´s WFM solution, to streamline its call center operations.
"The Intelcia group has expanded and become international through the acquisition of several companies in Morocco and France. The company worked with different tools and processes and we needed a new common solution for operations planning", said Youssef El Aoufir, managing director. "The new solution needed to be deployed and used efficiently in all our locations, both outbound and inbound."
Teleopti’s solution was chosen mainly due to its flexibility and user-friendly approach, two strong considerations in what might be an otherwise complicated implementation. El Aoufir also noted that the company needed a WFM solution that can integrate with many different systems. For its part, Teleopti was also pleased with the deal, noting that it would help the company expand its own reach.
“We welcome Intelcia to our rapidly growing customer base across North Africa. Intelcia has a clear focus on delivering unbeatable customer service in the region,” said Olle During, Teleopti CEO. “It makes me proud that Teleopti has been chosen to support the delivery of an excellent customer experience that consistently exceeds customers' expectations.”
And that it will. Intelcia is Morocco's largest offshoring company, with operations in France and Morocco largely supporting French-based clients. Teleopti offers a world-class WFM solution, focused on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability. Intelcia said it expects to grow to 7,500 employees by 2015.
Edited by Maurice Nagle