Teleopti,
a global leader in workforce management (WFM) software, announced today
that Intelcia, a Moroccan leader in the CRM outsourcing industry, has
chosen Teleopti´s WFM solution, to streamline its call centre
operations.
“The
Intelcia group has expanded and become international through the
acquisition of several companies in Morocco and France. The company
worked with different tools and processes and we needed a new common
solution for operations planning”, says Youssef El Aoufir, Managing
Director. “The new solution needed to be deployed and used efficiently
in all our locations, both outbound and inbound, which put high demands
on flexibility.”
Intelcia is one of the
top ten outsourcers in France with more than 3500 employees on four
sites in Morocco and four sites in France. The company has grown very
rapidly over the last few years and plans to pursue its growth over the
coming years, targeting a size of 7500 employees by 2015.
“Among other reasons,
we chose Teleopti because the planning solution they offer is flexible
and has a user-friendly approach. Also, with the different acquisitions
the group has made, we needed a WFM solution that can integrate with
many different systems, and a partner that can quickly adapt to our
needs”, adds Youssef El Aoufir.
“We welcome Intelcia
to our rapidly growing customer base across North Africa. Intelcia has a
clear focus on delivering unbeatable customer service in the region. It
makes me proud that Teleopti has been chosen to support the delivery of
an excellent customer experience that consistently exceeds customers’
expectations", says Olle Düring, Teleopti CEO. “One of Teleopti WFM
strenghts is its flexibility to handle diverse and complex customer
service environments. I feel confident that the benefits will help
Intelcia raise the bar on customer satisfaction, as well as increase
efficiency and profitability”.
About IntelciaIntelcia
is Morocco’s largest Offshoring Company. Founded in 2000, Intelcia has
succeeded in retaining current clients and attracting new ones over the
years. Intelcia has made several acquisitions, continually investing in
growth and expansion, promoting proximity to its clients.
Intelcia’s operations
in France and Morocco largely support French-based clients. Intelcia is
currently operating from 8 offices in France and Morocco and employs
more than 3500 employees. The group is specialized in new disciplines
and B2B services, mail orders, telemarketing, customer relations,
surveys, tech support and insourcing while emphasizing commitment and
operational excellence.
For more information, visit www.intelcia.com
About Teleopti
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling.
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, 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 customers in over 75 countries, offices
in Stockholm, Oslo, Helsinki, London, Duisburg, Moscow, Istanbul,
Dubai, Beijing, Shenzhen, Kuala Lumpur, New York, Atlanta, Denver and
Saõ Paolo – and a comprehensive global network of partners. With a
record of continuous net profitability for over 20 years and with high
customer satisfaction ratings, Teleopti serves as a reliable partner.
Find out more: www.teleopti.com
