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

Article comments powered by Disqus

Related CaaS Articles

AT&T, Microsoft Launch Mobile Office

AT&T and Microsoft have announced a joint solution, AT&T Mobile Office, which allows businesses to collaborate over mobile devices. [ Read More ]
03/04/2015

Vaillant Deploys NewVoiceMedia's ContactWorld for Service

The customer experience is no longer determined by a visit to a brick-and-mortar store. The Internet, e-commerce, social media, mobile technology and cloud computing have forever changed how consumers interact with the companies they choose to do business with. Without a comprehensive strategy incorporating all these technologies and other touch points such as contact centers, a poor customer experience is to be expected for today's consumer. Invariably this will lead to high churn rates of thos… [ Read More ]
03/04/2015

TCG Partners with Broadview to Offer OfficeSuite Cloud Portfolio

Broadview Networks has just announced that it has forged a new partnership with Telecom Consulting Group (TCG). TCG is one of the premier telecommunications master agencies in the country and is poised to offer Broadview's OfficeSuite portfolio of cloud based products and services to both partners and clients across the country. Broadview has long been working to perfect its cloud-based services through OfficeSuite and now the company is able to offer clients what has been billed as something th… [ Read More ]
02/24/2015

MegaPath Strikes Deal with GTT

MegaPath is one of the world's leading providers of voice, data, security and cloud solutions announced last week that it had made yet another move that will allow the firm to focus on the cloud. The firm announced it has sold off another portion of the company to GTT Communications. This is the second move in the last few months where the firm has sold off a portion of the firm in order to better focus on what it does best. This particular deal is set to be officially closed on April 1. [ Read More ]
02/23/2015

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!