Teleopti AB - Aug 13, 2013 10:27 BST Teleopti, a global provider of Workforce Management (WFM) solutions for contact centres, has together with its partner Voice Codes, received an order from VIPshop. In this project, Teleopti’s WFM solution, Teleopti CCC, will manage both traditional phone skills and innovative multi-media service skills based on traditional CTI interface and specific interface for on-line service skills. “This is Teleopti’s first customer in China’s e-commerce market. We will use our vast WFM project experience from other market segments, especially the telecom market, to help VIPShop achieve operational efficiency,” says Mr. Ye Cheng, Teleopti China Sales Director. “Voice Codes have cooperated with Teleopti for several years, and together we have implemented many successful WFM projects in the finance, airline and high-tech markets. We will use both traditional CTI interface and on-line service interface to make sure that Teleopti CCC will get an accurate data feed for forecast, scheduling and real time monitoring. We are aiming...
Read MoreJune 1st, 2013 PlanMen, B.V., the international workforce consulting, planning and training group, has announced the start of their new US Operations. The US Operations will focus on maximizing return on human capital for clients through assessing workforce technology efficiencies, planning/strategy development, business process and training/learning intervention programs. G. Todd Gladden, CWPP, will head the development and operations of the US consultancy, to be based in Atlanta, Georgia. Todd brings with him over 30 years experience in workforce management, development and contact center operations, having held managerial and executive positions in telecommunications, utilities and consulting practices. Todd can be reached at 770-614-5699 and Todd@planmen.com PlanMen, based in Breukelen, Netherlands and serving clients internationally, is a venture begun with the internationally known Nyenrode Business University in Netherlands. With offices in Netherlands, Belgium, Germany, USA and soon, Brazil, they offer workforce consulting, interim and long-term forecasting/planning and training/certification. More information on PlanMen, where Planning Pays Off, can be found at www.planmen.com/en.
Read MoreTeleopti AB - Aug 09, 2013 09:41 BST Stockholm, Sweden — Teleopti, a global provider of workforce management (WFM) solutions, today announced that its WFM solution, Teleopti CCC, is compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services. Teleopti CCC helps businesses manage, involve and improve all aspects of workforce management in today’s contact centres. Teleopti CCC Release 7 is now compliance-tested by Avaya for compatibility with Avaya Aura® Contact Center Release 6.3 and Avaya Communication Server 1000 Release 7.6. “The interoperability between Teleopti’s workforce management solutions and Avaya’s contact centre solutions benefits our joint customers,” said Eric Bimbashi, Product Manager, Teleopti. “With an open, standards-based platform, our customers can get the most out of their communications infrastructure by easily and cost-effectively incorporating new technology to suit their particular business needs.” Teleopti is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party solutions...
Read MoreAutonomy and WFMSG partner to integrate first-class workforce management into Autonomy Qfiniti platform PALO ALTO, Calif., July 23, 2013 - HP Autonomy today announced it has partnered with the Workforce Management Software Group, Inc., (WFMSG), developer and provider of the Community workforce management solution, to help HP Autonomy Qfiniti customers improve contact center efficiency and performance and lower overall staffing costs. WFMSG's Community solution enables organizations to improve efficiency, increase employee productivity and control the expenses associated with staffing in the contact center. By integrating these capabilities into HP Autonomy Qfiniti, users can conduct multi-skilled forecasting and scheduling optimization, and better manage the dynamics of fluid customer and agent behaviors, such as spikes in call volume and schedule exceptions. "We're thrilled to contribute to HP Autonomy's solution set," said Daryl A. Gonos, chief executive officer, Workforce Management Software Group. "The tightly integrated technologies will better enable contact centers to streamline and execute their workforce management strategy and create an agile...
Read MoreTeleopti AB - Jul 22, 2013 15:16 BST Stockholm, 22 July: Teleopti, a global leader in workforce management (WFM) software for contact centres, today announced that their solution Teleopti CCC is available also in Japanese. Teleopti CCC is a solution built to handle the complex work rules and requirements globally. With the addition of Japanese, Teleopti CCC is now available in more than 30 languages, and works perfectly for the unique needs of customers worldwide. “We are pleased to work alongside Teleopti who is one of the few dedicated global suppliers of workforce management solution, something that is very appreciated in the market. It is also in line with our recent signing of a global partnership with Teleopti. Together we can now provide the Japanese market with a best of breed WFO solution”, says Takeshi Koga, President ASC Japan A user interface where each customer can use the product in their preferred language and with many localized features for specific...
Read MoreSolution Helps Global Organizations Maximize Performance and Increase Operational Efficiency MELVILLE, N.Y., July 16, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced the availability of High-Efficiency Performance Management™—the latest addition to its series of Business Impact Solutions™ launched earlier this year, including Regulatory Compliance™, Call Avoidance™, Cost-to-Serve™, Service Recovery™ and Personalized Guidance™. Performance in one department can create a waterfall effect into others, therefore, when actions are not addressed holistically, the efforts of an entire organization can suffer—which directly affects profits. Verint’s High-Efficiency Performance Management is designed to help organizations drive efficiency and increase performance across contact center, back-office and retail branch operations. Through a range of functionality—including scorecards, coaching, plus components of desktop and process analytics and workforce management—this new offering provides organizations with the software and services necessary to build a stronger connection between performance and profits. The new High-Efficiency Performance Management offering from Verint draws on the company’s unified technology to address performance of Black Metal...
Read MorePress Release • Jul 11, 2013 09:41 EDT Teleopti, a global provider of Workforce Management (WFM) solutions for contact centres, has together with its partner Huawei Technologies, received an order from Shandong Telecom. Huawei will provide a multi-media customer service solution to Shandong Telecom customer service. The solution includes Teleopti’s workforce management software, Teleopti CCC , and will manage both traditional phone skills and innovated multi-media service skills based on Huawei CTI interface and specific interface for multi-media service skills. “China operators are seeking creative customer service technologies, and want to deploy multi-media service skills (including SNS, Social Networking Service) systematically to serve customers proactively. Furthermore, operators expect to monitor the customer’s feedback through those new skills. Huawei offered the total solution, and through Teleopti’s workforce management solution, the new service skills can be managed in a precise manner,” says Mr. Wang Wei, Huawei IPCC Director of product development team in Huawei BSS Business Unit. Huawei is a leading global...
Read MoreTeleopti AB - Jul 05, 2013 12:56 BST Teleopti raises the bar even higher in IT service process, customer satisfaction and social responsibility Teleopti’s service desk is the first in Sweden to have achieved certification and joins a select few worldwide teams in achieving a 4 star certification including those from Telefónica, Sodexo, tickets.com and Vocalink. Providing support to customers in over 70 countries, Teleopti’s multi-lingual service desk, situated in Sweden and China, was praised by SDI for raising its performance across all concept criteria during a period of rapid expansion into new global markets. The most notable areas of improvement were in the certification concepts of processes, partnerships and resources, customer satisfaction and social responsibility. “We are delighted to receive this recognition from SDI for the continuous investments in providing an exceptional level of support to our customers and partners. Closeness is an important company value and Service Desk is the corner stone in fulfilling this. In the annual...
Read MoreChristina Bell of BCD Travel Named 2013 Workforce Management Professional of the Year Award NASHVILLE, TENNESSEE – April 9, 2013 – The Society of Workforce Planning Professionals (SWPP) has announced Christina Bell of BCD Travel as the 2013 Workforce Management Professional of the Year, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “Every year, we are amazed by the quality of nominees for this award,” said Vicki Herrell, Executive Director of SWPP. “We are so thrilled to recognize Drexel as this year’s winner. Through his leadership and vision in the workforce management arena, he was able to achieve great results for his company and their customers.” Christina Bell started her career in contact centers as a part-time customer service representative over 15 years ago, never anticipating where the road would lead her. She quickly realized the fast-paced environment of the contact center suited her, and was afforded opportunities as a Service Coordinator, Supervisor,...
Read MoreSWPP Announces Finalists for 2013 Workforce Management Professional of the Year Award NASHVILLE, TENNESSEE – March 15, 2013 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2013 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Christina Bell of BCD Travel, Scott Boyd of Guardian Life Insurance Company, Jeffrey Bretana of Navy Federal Credit Union, Seth Ettwein of Alaska Airlines, and Sean Stewart of The General. “These five workforce management professionals are truly representative of the “best of the best” in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies. We are pleased to present them as finalists for this distinguished award.” The winner of the award will be announced at the SWPP Annual Conference, which is held...
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