Teleopti CCC is a complete Workforce Management solution (WFM). The solution includes all the features for Forecasting, Scheduling, Intraday Management, Agent Empowerment and Reporting that is needed to efficiently manage the workforce in a contact center.
Advanced functionality, wrapped in an easy-to-use interface helps contact centers to make sure they have the right people, with the right skill, available at the right time.
Great improvements can be made with a powerful WFM-solution, integrated to ShoreTel technology. According to an independent industry analyst Teleopti customers are 23% more efficient than the average contact center.
- Forecasting for all contact channels
- Automatic, multi-skill scheduling and optimization
- Employee self-service tools
- Real-time adherence monitoring
- Performance management with business intelligence, including management dashboards and agent scorecards
- Save costs through optimized staffing
- Provide consistent customer service
- Empower agents
- Automate processes
- Improve utilization of advanced ShoreTel routing technology