USAN, a cloud services provider of Omni-channel customer engagement solutions and services, announced today its new partnership with Teleopti, a global leader in strategic Workforce Management (WFM) software, to provide Teleopti’s WFM solutions in a Software-as-a-Service model.
“WFM is a critical tool for managing any contact center workforce, and an important complement to our portfolio of cloud customer engagement solutions,” said Steve Walton, President and CEO of USAN. “This partnership with Teleopti ensures that our customers now have access to one of the industry’s best, and most mature, WFM solutions, in addition to our other contact center solutions, via the cloud.”
Teleopti 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.
In the newest release of its WFM software, USAN and Teleopti are pleased to introduce two new, powerful features that could contribute to improved management accessibility and agent performance.
Mobility. Team leaders need no longer be confined to their workstations in order to effectively manage their teams. With new mobility features in Teleopti WFM 8, managers can monitor performance, take immediate action and coach agents in real-time via tablet or similar device while walking on the floor.
Gamification. With the bar raised on motivation, contact-center work becomes more satisfying, lowering absenteeism and turnover in the long run. Agents typically represent some 60-70 percent of a total contact center’s costs• making applications that help boost agent satisfaction mission-critical today.
Gamification is increasingly being adopted and successfully applied in business contexts as organizations realize the tremendous value it can bring to their business; i.e. the fun and competitive nature and its built-in positive reinforcement pushes agents to perform to the best of their ability.
“Partnering with USAN will introduce our forecasting and scheduling tools to even more North American contact centers to increase productivity, improve customer service and boost agent satisfaction,” said David Påhlman, President of Teleopti Inc. “We are confident that our core capabilities, and particularly our innovative gamification features, will improve agent motivation and performance and enhance the customer experience for USAN WFM customers.”
USAN will be demonstrating the power of Teleopti’s gamification and mobility at pedestal 103 of the ICMI Call Center Demo in Chicago November 3-5.
*Frost & Sullivan, blog post by Technology analyst Ashwin Iyer, 10 Jan, 2010
USAN (usan.com) helps companies profitably engage customers and deliver amazing cross-channel experiences with the industry’s best cloud multi-channel customer engagement solution. From traditional telephone interactions to the web, social media and everything between, USAN’s portfolio of call center products gives users infinite flexibility in the way they engage customers across channels. In addition to campaign management, back-office integration, and business process automation, USAN’s offerings include Hosted IVR, ACD, and Dialers built upon a fifth-generation carrier-grade infrastructure that delivers “five nines” of availability and proven scalability.
About Teleopti WFM
Teleopti (teleopti.com), a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability through optimized, automated forecasting and scheduling.
Founded in 1992, Swedish-established Teleopti has customers in over 75 countries, offices in Stockholm, Oslo, Helsinki, London, Duisburg, Moscow, Istanbul, Dubai, Beijing, Shenzhen, Kuala Lumpur, New York, Atlanta, Denver, Saõ Paolo and a comprehensive global network of partners. With a record of continuous net profitability for over 20 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner.