May 24, 2012

Teleopti release new version of their workforce management solution Teleopti WFM

Teleopti, a global provider of Workforce Management (WFM) and Telecom Expense Management (TEM) solutions, today announced the release of version 7.2 of their workforce management solution Teleopti WFM.

Teleopti prides itself on being in the forefront in developing cutting edge workforce management software. By quickly responding to feed-back and requirements from our customers, Teleopti delivers improvements in operation efficiency and service levels. The latest version of Teleopti WFM is the result of continuous innovation based on customer needs.

The innovative solution Teleopti WFM now includes:

  • Completely new settings for maximizing resource optimisation while giving users the tools to fine-tune preference fulfillment, fairness and other restrictions.
  • Greatly improved scheduling speed for larger customers
  • Import external forecasts from file
  • General performance improvements
  • For agents: quickly filter other agents I can offer a shift-trade to
  • For development partners: export and import forecasts and schedules for specific What-If scenarios through Teleopti’ s SDK


Since releasing Teleopti WFM, version 7.1 in November 2009, we have added more than 100 new features and improvements to the solution, including:

  • 30+ usability improvements
  • MyTime Web portal for home agents, with schedules, preferences, availability and requests.
  • Teleopti WFM Anywhere, mobile dashboard for the manager on the go
  • New Budgets module
  • Team-based scheduling and optimisation algorithms
  • Schedule period flexibility for optimum resource distribution over the year:
    • Based on tolerance of days off and work time
    • Based on yearly seasonality
    • Based on agent preferences
  • Optimisation algorithms for contact centers with limited seats
  • 12 new standard reports
  • Holiday budgets and auto-granting of requests based on budgets
  • Fairness in shift category distribution
  • Graphical schedule export
  • Custom tags and locks in Schedules
  • Full schedule audit trail with graphical view of past shifts and rollback function
  • “Google-style” searching in many parts of the application

In the Customer section of, customers can easily keep track of all new functionality through "new features tutorial videos", a much appreciated service.