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Teleopti Taps Cicero for Desktop Analytics - Cicero - ContactCenterWorld.com Blog

Teleopti Taps Cicero for Desktop Analytics

by Paul Stockford, Saddletree Research.  Teleopti AB. of Stockholm, Sweden has introduced the addition of desktop analytics to their workforce management (WFM) suite, Teleopti WFM.  Underlying this new addition, dubbed Teleopti WFM Desktop Analytics, is a partnership between Teleopti and Cicero, Inc. of Cary, NC.  The growth in support of non-voice customer communications channels coupled with emerging opportunities in the back office combined to provide the impetus behind Teleopti’s decision to seek a desktop analytics solution for their WFM suite.  The Cicero partnership will allow Teleopti to take advantage of this rapidly growing market shift.

In this initial release Teleopti is using Cicero’s desktop analytics technology to focus on real-time and historical adherence, deviations in agent scheduling, and average handle time of key processes.  The Cicero technology captures agent activity at the desktop, including how applications are used and how processes are followed.  This data includes specific, targeted activities and items such as when a window changes focus, events, and/or URLs.  Once the data is collected it is pushed to Teleopti WFM where a rules engine monitors for compliance.  Deviations in compliance, such as spending too much time on an unauthorized web page, triggers alerts to the appropriate supervisor.

With the addition of Cicero desktop analytics capabilities, Teleopti can now offer its customers the ability to monitor and manage the desktop in the same way they monitor and manage telephony.  With the ability to capture and analyze desktop events, Teleopti customers will gain a 360 degree perspective of agent activities in the contact center and the back office.

Teleopti WFM Desktop Analytics is highly configurable and is designed to comply with the legal and union agreements of Teleopti’s global customer base.  Its modular design allows desktop analytics to be introduced to the agent and back office workforce gradually, minimizing the perception of micromanagement, and offering Teleopti customers ease of upgrades and updates.

Teleopti WFM Desktop Analytics is available for immediate delivery.

The View from The Saddle

It has taken the contact center industry several years to discover the power and value of desktop analytics, but today’s widespread understanding of the productivity advantages provided by a comprehensive desktop analytics solutions is driving unprecedented demand for this solution.  Recent research conducted by Saddletree Research in conjunction with the not-for-profit National Association of Call Centers (NACC) reveals that desktop analytics placed in the top five contact center solutions purchased in 2015.  Saddletree Research estimates that over 20,000 contact centers in the U.S. invested in desktop analytics solutions this year.  We expect this demand momentum to carry forward into 2016.

Teleopti is entering the desktop analytics market at an ideal time and with a well-positioned partner.  In April of 2015, Cicero introduced Discovery Automation, a leading-edge desktop analytics solution that takes an innovative approach to solving the problem of slowdowns at the agent desktop (see Saddletree Research Update entitled, “Isolate and Automate: Cicero Introduces Discovery Automation” of April 7, 2015).  The partnership with Cicero will allow Teleopti to leapfrog the capabilities of many existing desktop analytics solutions and offer a product that directly addresses process and productivity issues at the desktop while providing Teleopti its desired entrée to the back office.

Teleopti is well-versed in partnership arrangements as their workforce management solution is used by many contact center solutions vendors as their own via private label agreements.  In the case of the Cicero partnership, Teleopti is taking on a partner that has demonstrated a high level of expertise in the agent desktop, an often overlooked aspect of overall agent and contact center productivity.

Saddletree Research believes Teleopti’s partnership with Cicero will greatly benefit both companies.  Cicero will gain access to Teleopti’s global contact center presence while Teleopti will have the opportunity to immediately offer a state-of-the-art desktop analytics solution as market interest in analytics solutions continues to grow in the years ahead.  This partnership is an excellent example of a win/win situation, not only for both companies but for the global contact center industry as a whole.

Learn more about Teleopti.

Learn more about Saddletree Research.

Source: http://www.ciceroinc.com/teleopti-taps-cicero-for-desktop-analytics/

Publish Date: January 6, 2016 5:00 AM


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Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
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Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
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Jabra
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Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

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Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
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Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
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* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
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8.) 
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Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



View more from Cicero

Recent Blog Posts:
Teleopti Taps Cicero for Desktop AnalyticsJanuary 6, 2016 5:00 AM
Nexidia Joins Cicero to Create the Contact Center Compliance & Customer Experience Dream TeamAugust 17, 2015 5:00 AM
You Cannot CRM Your Problems AwayJune 17, 2015 5:00 AM
Saddletree Research – Isolate Automate: Cicero Introduces Discovery AutomationApril 7, 2015 5:00 AM
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