January 9, 2014

Shandong Unicom Customer Service expands with Teleopti’s WFM solution

Shandong Unicom has placed their third order for a workforce management (WFM) solution from Huawei and Teleopti since 2011.

 Teleopti and Huawei have already helped Shandong Unicom to improve service levels and agent shift balance, which have helped Shandong Unicom’s customer service to continuously be in the top within the China Unicom group and maintain a high operational level. Shandong Unicom now wants to make further improvements in performance management, operational KPI’s and payroll automation.