>Teleopti today launches a new version of its award winning Workforce Management solution
September 27 2005 - 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
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