December 19, 2013

Teleopti together with ZOOM recognized in the Magic Quadrant for Contact Center Workforce Optimization (WFO)

Teleopti, the global leader in Workforce Management software for contact centres, today announced their repeat inclusion together with ZOOM International, in the newly published “Gartner,  Magic Quadrant for Contact Center Workforce Optimization” report, by Jim Davies and published 20 November 2013. 

”In our view, Teleopti & ZOOM’s position in Gartner’s Magic Quadrant for Contact Center WFO is an important recognition of our strategic focus and deep expertise in helping enterprises transform how they deliver value to their customers in today’s rapidly changing mobile world”, says Olle Düring, CEO Teleopti AB 

“After many years of working with Teleopti on a world-wide cooperation, we are pleased to be recognized again by Gartner as one of the WFO providers with a complete product portfolio and a partner-centric strategy”, says Šimon Vostrý, Founder and CEO, ZOOM International 

Teleopti is together with ZOOM positioned as a Niche player in Gartner’s Magic Quadrant for the second year. The Teleopti-ZOOM joint WFO solution brings together the best of Workforce Management and Quality Management domains into a single, fully integrated suite. The success of the global joint go-to-market value proposition has spurred an evolution into an OEM-partnership where ZOOM now provides Teleopti solutions through their extensive reseller network in North America.

“Based on customer & partner feedback on our joint solution, we offer a powerful blend of truly best of breed solutions while maintaining an open architecture that doesn't lock customers into one platform. Both organizations have a deep and genuine commitment to customer success as proven by our 99% retention rate which is uncanny for the WFO industry”, says Brian Shore, President, WW Sales & SAS, ZOOM International.

“Customer experience has become the primary lens through which organisations are looking to achieve competitive advantage and drive top-line growth”, says Olle Düring, CEO at Teleopti. “The key differentiator for Teleopti’s high customer satisfaction is our outstanding customer and partner support. 9 out of 10 of our customers would recommend us to others”.

The partnership between Teleopti and ZOOM ensures cutting-edge products including a superior optimisation engine for scheduling and forecasting, outstanding mobility options for agents and management, quality monitoring and desktop messaging that provides critical reminders for agent performance.

“Together we are growing at a faster pace than the industry average which is proof that we bring real value to the WFO equation and many customers prefer best-of-breed solutions”, says Magnus Geverts, Chief Business Development Officer at Teleopti.



Teleopti WFM is available in 25 languages and can be delivered both as a cloud-based service and as an on premise software installation through a worldwide reseller network.

About the Gartner Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About ZOOM International

ZOOM International provides Interaction Recording, Quality Management and Speech Analytics solutions for Contact Centers and Unified Communications environments. ZOOM was founded in 1999 in Prague and now has offices worldwide to deliver its services and products to more than 1000 customers in 90 countries. ZOOM fully relies on its partners and is proud to operate a 100% indirect sales model. Channel partners are supplied with the best software solutions and services to create a competitive edge and drive revenue and business growth.

About Teleopti

Teleopti is a leading provider of solutions for strategic Workforce Management (WFM) in contact centres, back office and retail stores. The company is renowned for developing advanced and user-friendly solutions based on client requirements. Enterprises in more than 70 countries rely on Teleopti to achieve optimal operational efficiency, increased employee satisfaction and the highest level of customer service. Teleopti, established in Stockholm, Sweden in 1992, has several local offices around the world and operates through a comprehensive network of partners.

Contact Teleopti: Magnus Geverts, Chief Business Development Officer

Phone: +46 709 218 104

E-mail:
magnus.geverts@teleopti.com

Media Contact:Camilla Arneving, Head of Marketing

Phone: +46 722 22 81 04

E-mail:
camilla.arneving@teleopti.com

Website:
www.teleopti.com

Contact Zoom: Brian Shore, President, WW Sales & SAS, ZOOM International

E-mail:
brian.shore@zoomint.com

Media Contact:  Václav Martin, Marketing Manager

Phone: +420 608 661 387

E-mail:
vaclav.martin@zoomint.com

Website:
www.zoomint.com