September 10, 2008

Telenor Serbia chooses Teleopti WFM as their new WFM solution

Teleopti, market leader in strategic workforce management for contact centres, and Telenor Serbia, part of the global Telenor group, have signed a contract to implement Teleopti’s award-winning WFM solution Teleopti WFM in Telenor’s call centre in Belgrade. The deal brings significant improvements in Telenor’s call centre management, increased flexibility of its employees and ensures better service for approximately 3 million subscribers in Serbia.

Telenor is the seventh largest mobile operator in the world with the total of 147 million subscribers, including 2.987 million in Serbia. The company is renowned for its innovative approach to mobile communications in the developing markets. Following the investment of EUR 1.513 billion, the single largest foreign investment in South East Europe, Telenor d.o.o. has officially been operating in Serbia since September 1, 2006.

Teleopti WFM is implemented jointly with Algotech, a regional provider of contact centre solutions in Central and Eastern Europe. Algotech offers telecommunications solutions which enable businesses to handle customer interactions in an effective and profitable manner. Algotech Serbia, a partner of Teleopti, has been operating since 1992, and having implemented more than 90 % of the countries’ contact centres, is the clear market leader.

The Teleopti WFM implementation went swift and smooth with clear project goals and a dedicated project group from all parties.