KnoahSoft, a provider of VoIP call recording, agent performance management and analytical tools for contact centers, announced a strategic alliance with workforce management solutions provider Teleopti.
The partnership enables the companies to provide small and medium businesses and enterprise customers with a scalable, comprehensive suite of call recording, quality assurance and workforce management solutions for contact centers, according to company officials.
KnoahSoft (News - Alert) and Teleopti will combine their best of breed technologies in an integrated fashion and provide a comprehensive, cost effective alternative to the more expensive WFO suites, according to Sri Myneni, CEO, KnoahSoft.
KnoahSoft's VoIP call recording solution Harmony provides IP-based contact centers with a low-cost, modular Web-based solution, helping businesses improve customer satisfaction and increase operational awareness.
Harmony supports call recording, quality and performance management initiatives by enabling collaborative work environments.
Teleopti CCC, the workforce management software from Teleopti, has the features needed to deliver outstanding agent and management performance in the contact center. The solution includes forecasting, agent management, automatic scheduling and reporting.
There are further options to customize Teleopti CCC using real-time tools, agent self-service, WFO integration, payroll integration and third party add-on modules.
"The alliance with KnoahSoft is further confirmation that our openness and strong belief in the best of breed-approach is correct,” Olle Düring, CEO, Teleopti, said. “Since we decided to include the Software Development Kit or “SDK,” enabling 3rd party integrations and add on development in every delivery of Teleopti CCC, we have seen more and more integrations taking place.”
“The alliance with KnoahSoft puts a stamp of approval on this integration, which offers joint customers a new and strong WFO offering,” Düring added.
Following this partnership, KnoahSoft may now serve as a single point of contact for partners and customers engaged in WFO initiatives for the contact center.
In May, Teleopti formed a partnership with Avalon Global Solutions, or “AGS,” a provider of mobile lifecycle management or “MLM” solutions in North America, to resell Teleopti’s products and services in North America and abroad, TMCnet reported.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Juliana Kenny