Communications as a Service (CaaS) Featured Article

Teleopti Helps ASC Improve its Workforce Optimization Suite

February 11, 2013

Teleopti, a specialist in workforce management or WFM software for call centers, has joined hands with ASC (News - Alert), a global provider of innovative solutions to record, analyze and evaluate multimedia-based communications.

The global partnership agreement entails ASC to further augment its workforce optimization (WFO) suite, along with opening more market expansion opportunities for both organisations.

ASC’s WFO suite features communications recording, quality and performance management, speech analytics and desktop analytics, eLearning, customer feedback and workforce management solutions.

Olle Düring, CEO of Teleopti, said, “ASC’s global reach meshes well with our own, and its commitment to excellence has been established for decades. We are delighted to include our WFM technology in its WFO suite, and our mutual interest in workforce optimization will ultimately prove beneficial to our clients, colleagues and partners.”  

Workforce optimization solutions help organizations to analyze customer interactions, which can be used to enhance organizational performance by synergizing the capabilities of employees, processes and technologies. Workforce management, a part of a WFO solutions suite, assigns the correct task to the right person at the right time.   

Dr. Frank Schaffrath, CEO of ASC, remarked, “We are pleased to provide Teleopti’s WFM software as part of our workforce optimization suite. Teleopti has established a tradition of excellence in its field, making it a perfect fit for our WFO solution. The combination of our portfolios and individual strengths represents a win-win collaboration for both our companies.”

Teleopti has implemented its WFM system for several organisations and is also the biggest vendor outside of the United States. It has operations in Europe, Russia, the Middle East, APAC and China.

A webinar on the topic “Workforce Management for a World in Motion” has been announced by Teleopti, which will go online on March 5, 2013. This will suit the needs of customers who are sophisticated, tech-savvy, multichannel, mobile and socially networked. Their customer service expectations are increasingly real time and 24/7.

Edited by Ashley Caputo

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