Teleopti,
a global leader in workforce management (WFM) software for contact
centers, and Cicero Inc. (BB: CICN), a leading provider of desktop
activity intelligence and improvement software for the back office and
contact center, announced a new partnership to bundle the Cicero
Discovery Sensor Suite with Teleopti’s front and back office WFM
solution.
The
Teleopti WFM solution drives improvements in customer service, employee
satisfaction and operational excellence through multi-channel
forecasting, scheduling, preference and request handling, communication,
intraday management, reporting and performance management.
Cicero Discovery
Sensor Suite consists of desktop sensors that allow companies to
capture, store, and report activities and events across applications in
order to measure and manage how people, processes, and technology work.
Including these sensors in Teleopti’s WFM technology will allow Teleopti
customers to gain better operational visibility and identify areas for
improvement.
Teleopti customers and partners will be able to utilize the Cicero data to:
- Provide real time adherence
- Identify process bottlenecks and target areas for automation
- Measure idle time, time spent on certain tasks, and repetitive and manual tasks
- Monitor and control for compliance issues and other business rules
- Identify data entry issues and training deficiencies
- Identify and achieve maximum potential for business processes
- Measure application and network performance to identify areas of improvement
“Over the last years
the shift from telephony to non-voice channels has impacted many of our
customers. We were first in the industry to deliver WFM-solutions for
accurately forecasting and scheduling multiple channels, including
email, chat, social media and back office transactions”, said Magnus
Geverts, Chief Business Development Officer at Teleopti. “Our customers
expect us to be at the forefront of WFM to enable them to automate and
optimize their business, so we are excited about the partnership with
Cicero that will bring key information for managing and monitoring
non-voice workload to Teleopti users.”
“The employee desktop
is at the center of each contact center interaction and back office
transaction. It contains a goldmine of valuable data about your
employee’s performance, the technology they use, your business
processes, and most importantly, the customer experience,” stated Tom
Aiello, SVP Worldwide Sales. “We look forward to working with Teleopti
in delivering desktop activity intelligence as part of their WFM
solution.”
