Teleopti today launches a new version of its award winning Workforce Management solution – Teleopti
Added: (Tue Sep 27 2005)
Pressbox (Press Release) -
With today’s launch of Teleopti CCC, version 6, Teleopti confirms its position as one of the market leaders in contact centre solutions. Specialising in solutions with a human touch, Teleopti said the new version of its award winning software is focused on enhanced user friendliness, improved performance and increased reporting options.
With its unique solution, Teleopti has found the magic formula that helps contact centres improve some of their most challenging areas: customer service, profitability and employee satisfaction.
New functions
“With our new software we are pleased to be able to meet the increasing demand for solutions that involve the whole organisation, from individual agents to management,” said Niklas Karlsson, Business Manager UK & Ireland. “One of the unique features is the Long-Term Forecaster. “This automated system intelligence allows the user to combine any date period for seasonality and trend analysis to foresee future staffing needs, based on historical data and marketing events,” he said.
Business analysis
Other improvements include the Resource Planner which is integrated with Long Term Forecaster for effortless calculation of recruitment needs, holiday planning, training etc. The Performance Manager facilitates business analysis and reporting based on vital statistics. With the unique Improve module the user can find, analyse and carry out improvements of the contact centre’s business model. As these functions are all built into the system, Teleopti CCC, version 6 is one of the most comprehensive systems available.
Cost savings
One of the most prominent features of Teleopti CCC is the optimising of staff preferences. This function is well known for improving staff satisfaction, resulting in increased loyalty and staff retention. In fact, the industry leading Preference module enables savings of up to 30 percent in staff costs. In the new version these functions are improved; the new option Shift Trader allows agents to swap shifts without involving team managers or planning staff.
“I particularly like the function that allows the agents to work preferences in to the system,” Niklas Karlsson said. “This leads to a more satisfied and dedicated work force with less need for recruitment as a result,” he said.
Today’s release is a result of continuous research and development, carried out in partnership with some of the most prestigious resource planners and contact centre managers in Europe. Teleopti has since 1992 been involved in long term development and improvement, drawing from the experience and knowledge of its wide network of industry partners.