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News : Teleopti Named Leader for Vendor Satisfaction in DMG Consulting’s 2017 WFM Report
Stockholm, Sweden, Apr 25, 2017 -- Teleopti, a global provider in workforce management (WFM) solutions, announced that it has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti has been named a top WFM provider by the analyst firm, consistently receiving high scores from satisfied customers.
The report closely examines eight contending vendors, exploring the capabilities of their WFM suites. In addition to DMG’s review of vendors and the WFM landscape for 2017, the analyst firm conducted a detailed vendor satisfaction survey. In this survey, Teleopti received the highest score in eight out of ten evaluation categories, including overall vendor satisfaction. The WFM provider was also awarded top points from customers for ongoing service and support, product innovation, implementation, vendor communication and training.
"Businesses today appreciate that agent engagement is key to delivering an outstanding customer experience," said Donna Fluss, President of DMG Consulting LLC. "Engaged and empowered agents are strong customer advocates who play an essential role in providing high-quality service, building a company’s brand, enhancing the customer journey and broadening relationships with customers." *
"Achieving a top position for customer satisfaction, for the third consecutive year, is indicative of Teleopti’s 100% commitment to being a best-of-breed WFM vendor that our customers can trust and rely on," said David Påhlman, President of Teleopti Inc.
"This dedication to providing our customers, current and future, with the best WFM solution drives us to constantly expand and innovate, in our business model, as well as our product development," continued David Påhlman. "It has fuelled our rapid growth both in the North American market and as a cloud WFM vendor. We believe it is these areas of focus and growth that have led to Teleopti’s increased market share, moving up two positions from our market-share ownership in the 2016 DMG report."
"A supportive, collaborative relationship with our customers is something that we have always prioritized, and strived to achieve," concluded Olle Düring, CEO of Teleopti. "Consequently, it is extremely rewarding to find that Teleopti has once again received top ratings in the customer-satisfaction survey by DMG Consulting."
#contactcenterworld, @Calabrio, @DMGConsultLLC
Posted by Veronica Silva Cusi, news correspondent
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Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
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