Enterprise WFM
Teleopti CCC has always been a leading WFM solution for optimising the staffing of contact centres. But in the past few years more and more customers have discovered that its flexible and user-friendly forecasting, scheduling, administrating and reporting functionalities can be applied with success in other areas of their organisation, such as back office operations or retail braches. In fact, Teleopti CCC offers a full suite of powerful functions and workflows to make sure that customers get the highest level of efficiency from their back office or retail staff, while at the same time giving employees the tools to influence their unique work/life balance.
Powerful integrations with enterprise systems
It all starts with collecting the data necessary for forecasting and reporting from the CRM, back office or Customer Flow Management system. How many tasks, emails, faxes or invoices are queued or backlogged? How many customers can we expect to come into our retail branch today? How much time is spent on each task or customer? These are all questions that Teleopti CCC can answer based on standard integrations with the leading enterprise systems.
Optimised scheduling for maximum efficiency At the heart of Teleopti CCC is our unique optimisation engine, which produces the most efficient use of your resources no matter if they are answering calls or emails, dealing with letters, invoices or orders or meeting customers face-to-face at a retail or banking branch. Plan different activities, lunches and breaks, vacations and days off for consistent high performance over time.
Powerful reporting for business insight
Having performance, compliancy and adherence reporting for all your operations is essential. Easily combining it with sales statistics or customer satisfaction indexes will set your enterprise apart. This is why Teleopti CCC offers a powerful data warehouse reporting solution that can easily be integrated into your existing reporting solution for truly smart Business Intelligence.
Lifestyle scheduling for satisfied staff No enterprise can be successful without satisfied and motivated employees. We believe that empowering employees to influence their own working situation through preferences, automatic time-off requests, shift trades and individual performance scorecards is key to creating a positive and motivating working environment that is adapted to the individual lifestyle of each employee.