Serenova Partners with Teleopti to Resell WFM

Serenova and Teleopti have announced that they have formed a strategic alliance, where Serenova will resell Teleopti’s cloud-based WFM suite.

The partnership between the two companies integrates Serenova’s CxEngage contact centre management and reporting capabilities with Teleopti’s predictive forecasting and scheduling software to increase efficiency and profitability.

Combining CxEngage’s continuous feed of data and insights into customer engagements with Teleopti’s WFM solution ensures that the contact centre is staffed with the right number of people, with the right skills, to run at optimum capacity and meet the needs of every employee and customer.

Contact centre managers are under constant pressure to improve efficiently and reduce costs all the while delivering exceptional customer experience.

Exacerbating the challenge, the current state of customer engagement requires an increasing diversity of channels, multinational support, and often distributed support, all with an ‘always-on’ functionality.

The custom-built integration is designed to solve that issue by connecting Teleopti WFM’s web-based client with the real-time adherence feed from CxEngage. This insight provides contact centre managers with the ability to continually evaluate and adapt their resourcing and customer engagement strategies based on real-world data.

“Labour is the single highest cost for contact centres. So one of the worst situations for a contact centre is misalignment between interaction volume and staffing levels. Optimal staff levels are absolutely essential to profitable operations,” said Vasili Triant, CEO of Serenova.

Triant continued, “Our partnership with Teleopti offers customers the insights and flexibility they need to recognise and address gaps between the forecast and actual demand.

“This ability to rapidly adjust staffing and tasks based on real-time contact centre data empowers managers to reduce costs without sacrificing service levels.”

The integration of Teleopti WFM with Serenova’s Cloud Contact Center provides customers with improved context across both front-end routing and back-end staff distribution. With both solutions based in the cloud, the benefits are quickly available to organisations of any size, including:

Out-of-the-box integration

Synchronised and integrated systems make it fast and easy to feed CxEngage’s real-time adherence data into Teleopti’s staffing model from day one of deployment.

Lower total cost of ownership (TCO)

Combines WFM and the contact centre functionality to reduce staffing costs while ensuring that it is running at the full and best capacity during the busiest times. Additionally, working through one vendor for both solutions reduces time spent on deployment and management of the systems.

Multichannel management

Provides data and insights from all channels managed by CxEngage, including inbound, outbound, email and SMS to ensure Teleopti’s staffing tool supports the full requirements of the contact centre.

Unified administration and better staffing

Empowers contact centre managers with context and history to build a staffing model with the right combination of skills and manpower to meet fluctuating demand.

Increased agent engagement

Achieves higher productivity and lower agent attrition through gamification and by permitting agents to input their preferred schedules, manage preferences, request vacation/time off, and swap schedules with other agents through self-service tools.

“The integrated solution provided by Teleopti and Serenova gives organisations the ‘big picture’ they need to effectively manage the contact centre workforce within the needs of the business and its customers,” said David Påhlman, President of Teleopti, Inc.

“In order to proactively manage the customer experience, companies need to have access to the day-to-day activity of the contact centre, monitor its usage and manage support in the context of customers and their requirements.

“Our joint customers will immediately benefit from a deeper understanding of the current state of their customer service and will have a solution in place to better align resources for improved agent engagement, reduced costs and increased profitability.”

Find out more by visiting www.lifesize.com