Success Stories

A key success factor for Teleopti is the close relationship with its customers. Teleopti has, from the start, been fortunate enough to work with many outstanding companies who are leaders in their respective fields. Their feedback has been critical in bringing new solutions to the market. In the latest customer satisfaction poll, 9 out of 10 customers recommend Teleopti to others.

Below are some outstanding success stories on how Teleopti WFM has helped customers in many different verticals improve their business. Happy reading!

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E.ON

E.ON

Energy

E.ON wanted to take the next step in its customer service evolution in order to operate even more efficiently. E.ON’s journey towards achieving its target of answering 90% of all incoming calls and 100% of inquiries via other channels started in the spring of 2016 with flexible scheduling.

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Web.com

Web.com

IT/Technology

In this video interview, Web.com discuss their experience with Teleopti's Workforce management solution and its role in their customer strategies, the effect of the MyTime tool on the whole organization, and the Teleopti team's understanding of Web.com's goals and needs.

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Jysk Fynske Medier

Jysk Fynske Medier

Other

Jysk Fynske Medier needed a fast-paced way to see exactly what was being achieved, offering management clear insights and agents ownership of their work. Teleopti WFM was implemented in May 2017 to create these efficient, effective integrations so as to meet and measure the center's targets.

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Halo BCA

Halo BCA

Financial Services

Forecasts for 2017 have shown that an increasing demand on the services offered by Halo BCA will drive a higher contact volume and thus a greater labor need across its contact centers. Halo BCA has an action plan for how to deal with this, which combines the Halo BCA WFM team’s strategies with the tried-and-tested capabilities of Teleopti WFM.

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Teleperformance China

Teleperformance China

Outsourcing CC/BPO

A powerhouse performing for some of the world’s most well-known brands and businesses, Teleperformance China implemented Teleopti WFM in October 2016 so as to accelerate its account implementation and streamline its customer service processes.

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Rentalcars.com

Rentalcars.com

Travel

Using Teleopti, Rentalcars.com effortlessly produces effective, flexible work schedules for over 800 people and manages seasonal peaks and troughs from one single integrated system running on Mitel. The introduction of the web-based Teleopti MyTime agent tool at the end of 2015 has increased employee empowerment and enabled faster response to advisors’ absence requests.

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FEXCO

FEXCO

Financial Services

FEXCO: "Teleopti has enabled us to introduce smarter workforce management into the organisation with a demonstrable positive impact on customer service." Read FEXCO's journy from the implementation of Teleopti WFM to their exciting plans for the future.

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Telenor Denmark

Telenor Denmark

Retail

Telenor is Denmark’s second largest telecommunications company with 520 employees working hard across its nationwide network of 67 stores to serve the company’s thousands of customers as quickly and as well as they can. Telenor reduced its operating expenses by 1.9 percent through central workforce management using Teleopt

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Opplysningen 1881

Opplysningen 1881

Other

Opplysningen 1881, the leading Norwegian business directory enquiries service, has 2 busy contact centers employing almost 200 agents in Norway and is recognized for its commitment to high quality customer service – which is absolutely vital to keep customers coming back.

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Cigna Insurance Services

Cigna Insurance Services

Financial Services

For Cigna Insurance Services, Teleopti WFM is recognised as a strategic resource planning and people management tool covering all types of channels, incl Web-Chat. Intraday control and adherence monitoring makes it possible to apply any necessary schedule changes quickly and efficiently. Cigna relies on Teleopti WFM to create flexible, workable shifts to maximise valuable skills and resources, to keep agents happy and maintain excellent customer service at all times. Most recently, Cigna has invested in new gamification features from Teleopti, a move which the company anticipates will bring far-reaching benefits.

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Batelco

Batelco

Telecom

The Bahrain Telecommunications Company (Batelco) choose Teleopti WFM to boost their call center operations. One of the biggest benefits was the ability to involve their staff, to empower them for higher job satisfaction results.

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ConTe

ConTe

Financial Services

Italian ConTe provides affordable auto-insurance coverage and prides itself on excellent customer service – by using the Teleopti workforce management (WFM) solution, Teleopti WFM.

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P&O Ferries

P&O Ferries

Travel

Thanks to Teleopti WFM, P&O Ferries has been able to reduce contact centre budgets by 30%, whilst maintaining targeted levels of service.

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OTIP

OTIP

Financial Services

Always on the look-out to enhance their customer service, OTIP’s home and auto insurance brokerage kicked off with Teleopti WFM in November 2011. Improvements have ranged from satisfactory to staggering. Their next quest? Taking their success in their brokerage to other departments in the organization – backed by the Teleopti solution.

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Alfa Bank

Alfa Bank

Financial Services

With workforce management solutions from Teleopti, Alfa Bank (Ukraine) managed to increase their agent satisfaction and their operational efficiency as well as decreasing their agent turnover.

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Beeline

Beeline

Telecom

The VimpelCom Group (brand name “Beeline”) has contact centres covering the whole of the Russian Federation. With Teleopti WFM, Beeline increased their schedule adherence with 20%.

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Callus

Callus

Outsourcing CC/BPO

Callus is an independent outsourcing call center company within the Koç Information Group. Thanks to Teleopti WFM, Callus made a significant improvement in operational efficiency in contact centre operations, whilst increasing service levels and agent productivity.

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Deutsche Assistance Service

Deutsche Assistance Service

Financial Services

Deutsche Assistance Service GmbH is the central service and assistance provider for the Sparkassen-Finanzgruppe, one of the largest banking groups in the world and they use Teleopti WFM Workforce Management for improved customer and employee satisfaction.

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DSB

DSB

Travel

Danish State Railways, DSB, operate their sales through a number of channels; over counter, at vending machines, over the internet and by telephone. With Teleopti WFM workforce management, DSB reach their quality objectives.

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MegaFon

MegaFon

Telecom

MegaFon is one of the telecom market leaders in Russia and provides mobile and fixed line services to individuals and businesses. When choosing a proper Workforce Management solution they considered many factors such as system specialization, integration possibilities, service support from manufacturers, functionality and scalability. It was equally important to us that there had been successful installations in Russia and the CIS.

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UkrSibbank

UkrSibbank

Financial Services

UkrSibbank is one of the top 10 banks in Ukraine and part of the BNP Paribas Group. Teleopti WFM improves UkrSibbank’s work efficiency and planning.

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UniCredit

UniCredit

Financial Services

UniCredit is a leading European commercial bank with an international network. With Teleopti WFM, UniCredit gets a grip on customer written communication workload.

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Vipnet

Vipnet

Telecom

Vipnet is a mobile operator from Croatia, and part of the Telekom Austria Group. Vipnet increased their operational efficiency and strengthened agent loyalty with Teleopti’s workforce management solution Teleopti WFM.

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