News : Frost & Sullivan Lauds Teleopti's Customer Engagement in the Workforce Management Market
Mountain View, CA, USA, June 20, 2016 -- Based on its recent analysis of the workforce management (WFM) solutions market, Frost & Sullivan recognizes Teleopti with the 2016 EMEA Frost & Sullivan Award for Customer Value Leadership. Teleopti's pioneering work in the WFM market, backed by the customer value of its full-featured product set, has earned it an eminent position in the market. Its commitment to product innovation is highlighted by the richness of its features in all areas, from forecasting and scheduling to performance management and agent enablement.
"Being able to deliver its solution on-premise, the company has an advantage in countries that are reluctant to move to the cloud. However, as with the rest of the industry, Teleopti provides cloud-based alternatives as well," said Frost & Sullivan Principal Analyst, Nancy Jamison. She added, "Teleopti mainly sold cloud to smaller companies, but in 2015, its cloud business won many more enterprise customers, including large centres with thousands of agents."
"Teleopti has been successful in its attempts to deliver top-class ownership experience, as evidenced by 9 out of 10 of Teleopti's customers recommending the solution to others," noted Ms. Jamison. "Furthermore, customers have come to expect speed of innovation from the company. In the past 18 months, it has released six new feature modules, ranging from product integration with third-party suppliers to features that directly affect the agents, such as a notification system, talent management, advanced training planning, and overtime availability."
The company also places due emphasis on employee satisfaction, providing easy-to-use and visually appealing access for agents on mobile devices, supporting shift trading or requesting time off no matter where they are. Gamification is another key area designed to keep employees motivated and engaged.
Overall, strategic partnerships and a rich product line have ensured customer loyalty and profitability for Teleopti, making it a name to be reckoned with in the EMEA WFM market.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.
Posted by Veronica Silva Cusi, news correspondent
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Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. Founded in 1992, Swedish-established Teleopti has custo¬mers in over 80 countries, numerous offices around the world – from Beijing to São Paolo – and a comprehensive global network of partners.
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Published: Tuesday, June 21, 2016