China based leading travel solutions provider Cococ have helped improve customer services as well as contact centre moral with Teleopti’s latest Workforce Management application, Teleopti CCC, version 7. It is the first Chinese customer in what is an exciting market for Teleopti, with full Chinese translation throughout the whole Teleopti CCC solution, it was an easy and natural progression into the far eastern country. Working with local partners NetInfo and VoiceCyber, the project was successfully completed in March to help forecast and schedule their 250 agent contact centre in Shenzhen.

"Teleopti CCC is easy to use, especially with the full and precise translation, with highly accurate forecasting and clear and easy to use and distribute schedules", said Ms. Xiajing of Cococ. "We have been extremely pleased with the training and after sales services."

Mr. Neale Faulkner, Project Manager for Teleopti said "It was a pleasure to manage such a successful project working with NetInfo and VoiceCyber, in such an interesting and exciting country as China. What was especially pleasing was how Teleopti CCC was so easily adaptable for the Chinese contact centre market, and this was proved with the highly professional and expertise of Cococ’s contact centre management and workforce planning team."

Mr. Thomas Leung, President of VoiceCyber also addressed "Teleopti CCC is an effective solution to help customer contact center to improve and optimize service qualify with less manpower and management working time. In addition, by integrated with VoiceCybers recording and QM, Teleopti and VoiceCyber could offer full WFO solution in the near future."

"Teleopti CCC is for the first time integrated on a Huawei platform, supported by Netinfo in China and globally. It is a successful project and we have confidence that we will bring in more satisfied customers on the Huawei platform", says Mr. Zhang Haixing, General Manager of Netinfo.

Using the latest version of Teleopti CCC, Cococ are able to make the best use of the Long-Term Forecaster along with Seasonality and Trend calculations to get the most accurate Forecasts, enabling a Schedule which offers flexibility and fairness for the agents. Historical data was collected from their Huawei ACD to both support the forecasting as well as produce extensive reports within the standard reporting of Teleopti.