Talkdesk

Talkdesk is a next-generation cloud-based contact center software that helps you deliver delightful customer service. The intuitive browser-based interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower agents to have personalized, effective conversations with customers.

 

Start with a 30-day Free Trial of Teleopti Forecast

Teleopti WFM Forecast is a web-based and user-friendly solution. An important productivity tool for contact centers, the Teleopti Forecaster is natively integrated with Talkdesk and delivers one click forecasting with a detailed graphical display. Export forecast to an excel spreadsheet on both a daily and interval level. Get the same forecasting algorithms we use in our full WFM solution, at no commitment and no cost.

 

Scheduling and optimization
This is where the magic begins: based on accurate forecasting, the scheduler can now assign individual agent shifts instantly. Are you multisite, multi-skilled? Do you work across time zones? No problem; Teleopti WFM can optimize your schedules. Whatever your particular set of rules – e.g. national labor regulations, contract specifications, agent preferences – automated scheduling can take all of these into consideration. Teleopti WFM allows you to schedule for any length of time interval and thus helps ensure th

at, with additional resources, your highest peak periods will always be covered adequately.

Involve agents in the process
Teleopti WFM understands that agents are your most vital asset. A MUST then is supplying a tool accessible on any modern device that allows them to check their work schedules, view messages, make shift trades, request vacation, state preferences and add overtime availability – all of which lower attrition rates. Even better, gamification and self-assessment features engage agents and help improve their overall performance.

Follow up and improve
Contact centers are one of the most dynamic areas in many organizations. Teleopti WFM supports this dynamic nature, offering full intraday capabilities and real-time adherence functionalities. Make changes with a click of your mouse. Follow up on any of the many reports available, or create reports, dashboards and scorecards – in just seconds. Measuring allows you to pinpoint areas for improvement. What gets measured gets done, and you now have time leftover to create and implement the improvements!

Open data and integrations
Make use of any or all of your system data, using the Teleopti Software Development Kit (SDK) to construct – on top of the Teleopti WFM framework – customized applications or integrations with, for example, your Data Warehouse or ERP tools for rich data intelligence.

 

 

 

Download Teleopti's “how-to” guide - Tips and techniques for accurate, effective forecasting - to fine tune your forecasting.

Download the guide


Visit Teleopti's AppConnect Page

Some screenshots of Teleopti WFM software on AppConnect

 

Forecasting

MyTime

Real-time adherence