Teleopti,
a leading provider of solutions for Workforce Management, and Vocalcom,
a leading multichannel Contact Center Solutions provider have announced
a regional partnership fusing their resources and expertise, and
successfully integrating the pieces to develop a comprehensive solution
and improved agility for project execution. All of this translates into
better value for the customer.
The
new partnership comes from understanding the increasing importance of a
fully integrated, end-to-end solution designed for major service
providers such as banks, airlines, and recently governmental bodies.
The Teleopti WFM
solution is designed to help customers optimize their call center daily
operations, stimulating agents’ commitment, and providing accurate
forecasting to hinder performance shortcomings; thus; a better customer
relationship management. Teleopti WFM is integrated into the Vocalcom
contact center solution; capitalizing on eighteen years’ experience
developing customer engagement, helping Vocalcom clients to better
connect with customers, and building trusted relationships through a
unified agent workspace.
This collaboration
between Vocalcom MEA and Teleopti MEA will help companies in the region
tap into the latest contact center technologies, providing decision
makers with simple-to-use tools, real-time updates, and the possibility
to monitor agents’ performance via a sophisticated set of KPIs, offering
a solid platform with unrivalled functionalities spanning customer
satisfaction. “We are excited to partner with Vocalcom, with great
expectations. This new partnership is a natural extension of both our
aspirations to pursue excellence in customer satisfaction. By combining
Teleopti WFM and Vocalcom contact center solution, Vocalcom now offers
an inclusive ‘All-In-One’ solution that meets evolving contact centers’
trends, greatly improving the customer experience. I am confident that
both Teleopti and Vocalcom will benefit considerably from this
relationship”, says Hossam Amer, Regional Manager Teleopti MEA.
“Working with Teleopti
is a solid step for us in continuing the process of developing
long-term partnerships and nurturing powerful relationships with our
customers. It is also an opportunity for Vocalcom to expand our presence
in the Middle East, one of the most promising markets. Teleopti has
established its ability to capitalize on years of market leadership
within different verticals, and this seamlessly integrates with our
future vision in the region”, said Ali Kassab, CEO of Vocalcom Middle
East.
