January 27, 2014

Teleopti workforce management solution interoperable with ShoreTel

Teleopti latest member in ShoreTel’s innovation network

Teleopti, a global provider of workforce management (WFM) solutions, announces joining forces with California-based ShoreTel, a leading provider of unified business communication solutions, through gaining membership in their innovation network.

Solutions of network members - a growing community of technology partners - have been validated by ShoreTel in terms of their interoperability with ShoreTel’s published software interfaces. As such, Teleopti can leverage ShoreTel's open architecture and extend the capabilities of the firm’s all-in-one, enterprise contact centre solution. The Teleopti WFM solution, Teleopti WFM, will be made available through ShoreTel's extensive distribution network. To date, Teleopti is unique in its position as the sole WFM vendor listed on the network.

The Teleopti solution responds well to the wider challenges experienced in customer service and contact centres. ”Given the complex and changing role of customer service, and the conversation in the market about multi-channel customer service to balance voice, webchat and e-mail, Teleopti solutions enable scheduling and management of contact centre agents of these multiple channels,” says Clinton R Fitch III at ShoreTel, Manager of Advanced Applications - EMEA. ”Our customers can now confidently upgrade and leverage the latest technologies from us and get an all-in-one, best-in class solution tailored to their needs.”

We are very pleased to be extending our solution to ShoreTel customers. With our powerful solution integrated with their technology, improvements will be great,” says Olle Düring, CEO of Teleopti. ”For customers, the robust optimisation, management and adherence monitoring tools will give a real boost to operational efficiency, as well as employee and customer satisfaction while staff and IT costs will drop. I truly believe the partnership is a win-win scenario for both our companies.”

According to an independent industry analyst, Teleopti customers are 23 percent more efficient than the average contact centre. Forecasting, scheduling, intraday management, agent empowerment and reporting - everything that is needed to efficiently manage the workforce in a contact centre; it’s there. Advanced functionality, wrapped in an easy-to-use interface, helps contact centres ensure that the right people with the right skills are available at the right time.  

About ShoreTel

ShoreTel, a leading provider of business communication solutions, offers brilliantly simple unified communications platforms, applications and mobile UC solutions. With its award-winning, premise-based, all-in-one IP phone system with unified communications and contact center capabilities, ShoreTel consistently leads the industry in customer satisfaction and lowest total cost of ownership. Headquartered in Sunnyvale, California, ShoreTel has regional offices and partners worldwide.