Workforce Management encompasses many of the vital processes that make the modern customer service operation possible, including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
Teleopti is a global enabler of Workforce Management software for contact centers. Teleopti-ZOOM joint WFO solution brings together the best of Workforce Management and Quality Management domains into a single, fully integrated suite.
“We are honored to be included in the WFO Magic Quadrant together with ZOOM,” Olle Düring, chief executive officer at Teleopti, said in a statement.
Olle cited the key reason for this recognition in the company’s cutting-edge product, which includes a superior optimization engine for scheduling and forecasting. Another reason Olle cited is the company’s belief that empowered employees perform better, which is possible through its industry-leading tools for empowering and engaging its customers’ most valuable resources.
“It is great to get the recognition for the integration and joint development of this product. Moreover, Teleopti and ZOOM are aligned in the same culture, both willing to go that extra mile to keep customers satisfied,” added Šimon Vostrý, founder and chief executive officer at ZOOM International (News - Alert).
Signed in March 2012, the Teleopti integration with ZOOM was designed together with customers to bring real value to the WFO equation. Nine out of 10 Teleopti customers recommend other call centers to invest in solutions from Teleopti.
The joint solution is cited to be the first of its kind, and this is the first time two vendors appeared as one solution provider in the Gartner Magic Quadrant for Contact Center Workforce Optimization.
“Teleopti and ZOOM form a best-of-breed WFO partnership that is ideal and leading in most markets worldwide. With customers in over 80 countries, Teleopti has the largest geographical footprint and we are now the largest WFM provider in most markets in the world,” said Nils Bildt, owner, founder and chairman of the Board at Teleopti.
Teleopti CCC is available in 25 languages and can be delivered both as a cloud-based service and as an on-premises software installation through a worldwide reseller network.
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