December 16, 2015

Joint Teleopti - ZOOM WFO solution featured for the 4th time in a row on Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization

Teleopti, global leader in workforce management (WFM) software for contact centers, brings with partner ZOOM the best of WFM and quality management together in a fully integrated workforce optimization (WFO) suite. The jointly developed suite has once again been positioned in the Gartner Magic – now for the fourth year in a row.


“We’re pleased to announce that our jointly developed, cutting-edge WFO suite of contact-center technologies, which includes Teleopti WFM, is once again included in the Magic Quadrant this year,” says Simon Vostrý, founder and CEO of ZOOM International. “Inclusion is truly an honor, especially now four years in a row.” 

“ZOOM International shares our passion for innovation,” says Olle Düring, CEO of Teleopti. “We’re a perfect match in this respect and our partnership, strengthened throughout the years, brings deep expertise and continuous improvements to the market.”

ZOOM’s network of certified partners have global access to the powerful blend of best-of-breed solutions making up their WFO suite  – call recording, quality management, voice of the customer, speech analytics business intelligence and WFM. ZOOM’s long-standing relationship with Cisco has resulted in a remarkable level of integration and enhanced support for Cisco platforms, improving the overall performance of Cisco’s contact-center technologies.

In the past year ZOOM has transformed its strong global partnership with Teleopti into a global OEM to provide workforce management capability with ZOOM solutions. Both ZOOM and Teleopti, working in cooperation for years, take great pride in their customer satisfaction results. Both consistently go the extra mile, providing exceptional customer and partner support, thus ensuring the highest customer-satisfaction ratings. Industry analyst DMG Consulting, in its 2015 Product and Market reports for WFO and WFM, rank both companies first place in vendor satisfaction – Teleopti among 9 WFM vendors and ZOOM among 13 WFO vendors. 

“The key differentiator for Teleopti’s high customer satisfaction is outstanding customer and partner support,” says Düring. “Customer experience is the primary lens through which organizations are looking to achieve competitive advantage and drive top-line growth.” The genuine commitment to customer success on the part of both companies is proven by a 99% retention rate of the WFO suite – practically unparalleled in the history of the WFO industry.

Learn more about the Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization.



Note on Gartner
The Gartner 2015 Magic Quadrant for Customer Engagement Center Workforce Optimization, authored by analysts Jim Davies and Sorell Slaymaker, was published December 8, 2015.
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 or other designation. 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
From interaction recording to business intelligence, ZOOM International helps contact centers and back offices address compliance, service challenges, and create excellent customer experiences. Over 1,400 organizations around the world from multiple verticals like finance, healthcare, and telco trust ZOOM products for such daily tasks as voice, screen and video recording, quality management, e-learning, customer surveys, speech analytics, workforce management, and performance analytics.

ZOOM is a privately owned company in operation since 1999 with eleven offices worldwide. ZOOM supports a diverse customer base in two centers of operations: Prague, Czech Republic and Franklin, Tennessee. Learn more at http://www.zoomint.com. 

About Teleopti
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. 

Founded in 1992, Swedish-established Teleopti has customers in over 75 countries, offices in Stockholm, Oslo, Helsinki, London, Duisburg, Moscow, Istanbul, Dubai, Beijing, Shenzhen, Kuala Lumpur, New York, Atlanta, Denver, São Paolo – and a comprehensive global network of partners. With a record of continuous net profitability for over 20 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner. Find out more: www.teleopti.com


For more information:

Contact:   Olle Düring, CEO Teleopti AB
Phone: +46 709 21 81 10
Email:     olle.during@teleopti.com

Media contact: Camilla Arneving, Head of Marketing
Phone: +46 72 222 81 04
Email: camilla.arneving@teleopti.com