Workforce Management Featured Article
Teleopti Brings AI to WFM
Artificial intelligence is popping up nearly everywhere these days. And one area in which AI is now making an appearance is in the contact center space.
For example, workforce management company Teleopti is employing AI that learns from customer data. This machine learning uses dynamic decision trees to allow for the creation and setting of shift categories specific to each contact center, or contact center business unit.
Using AI in this way decreases the work of resource planners. And it makes historical data more accurate, so call center agents have better work experiences, businesses can better meet compliance requirements, and end users are better served.
This is just one of many ways Teleopti plans to leverage AI to improve its WFM solution, the experiences of the businesses that use it, and the end users that are served by those organizations. And it goes to show that businesses and their customers don’t have to wait for the benefits of AI. Artificial intelligence and machine learning are here today, says Teleopti, and it can help expedite WFM processes and other improve contact center efficiency.
Earlier this year, Teleopti announced that it was the No. 1 WFM software outfit on Microsoft (News - Alert) Azure and that it’s a Microsoft Gold Co-Sell Partner. And in the last two years, 80 percent of the company’s new business has been due to cloud contracts. More than 100,000 contact center agents are now managed using Teleopti WFM Cloud on Microsoft Azure.
“Teleopti has a long history of working with Microsoft, and over the last six years we have collaborated to provide contact centers with the most efficient yet extensive WFM planning possibilities over Azure,” Teleopti CEO Olle Düring said. “Contact centers need to be able to focus on business and customer needs ahead of IT headaches, Microsoft and Teleopti’s WFM Cloud offering ensures that companies can prioritize accordingly. The aim is to always support our customers growth and vision, and Cloud services offer the optimal way to achieve this.”
Edited by Maurice Nagle