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News : Teleopti Reimagines Workforce Management with Launch of Grant the Chatbot

#contactcenterworld, @Calabrio

Stockholm, Sweden -- Teleopti launched Grant, the workforce management (WFM) chatbot, developed to help companies revolutionize their intraday automation with AI-optimized employee self-service. Teleopti’s bot assistant leverages Microsoft Azure Bot Service to deliver a more agile, efficient process for internal communication and customer service staffing. Driving intraday operations with AI technology allows companies to improve every aspect of their customer service organization from their business processes to how their employees work.

"Employee engagement has always been at the core of our development focus, but it isn’t a static, one-size-fits-all matter, which is why we are constantly innovating around how to push the boundaries of WFM and employee-engagement functionality," says Olle Düring, CEO at Teleopti.

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Olle Düring continues, "New technological opportunities, such as chatbots, offer clear benefits for automating customer communication. With our 100% focus on WFM we’re taking these innovations into workforce management. Developing WFM embedded with machine learning and bot technology helps our customers improve their planning and operations, as well as create more empowering self-service for their teams."

"We’re excited to see Teleopti using Microsoft Azure to transform their business with AI," said Eric Boyd, corporate vice president, Azure AI, Microsoft. "By infusing their apps with Azure Cognitive Services, Teleopti has built an intelligent Workforce Management chatbot that can interact with employees in a natural way, helping drive better workforce management and stronger employee engagement."

Mattias Engblom, CTO at Teleopti concludes, "Like all new recruits, we are excited for Grant’s development and growth. The joy of AI is that Grant’s conversations will continue to become more complex as he learns from his chats with employees. Just like all our iterative development processes, we will also listen to the input from customers to develop the areas where they have the greatest need for Grant’s assistance."

#contactcenterworld, @Calabrio


About Calabrio:
Company LogoCalabrio 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.
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Published: Tuesday, May 7, 2019

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