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.
Publish Date: January 6, 2016 5:00 AM
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