USAN, a cloud services provider of omnichannel customer engagement solutions and services, has teamed up with Teleopti, a provider of workforce management (WFM) software, to provide Teleopti’s WFM solutions in a SaaS 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, USAN, in a statement. “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 WFM 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 have introduced two new features that can 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: 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.
“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 Pahlman, president, Teleopti, in a statement. “We are confident that our core capabilities and particularly our innovative gamification features will improve age