GoResponse Telephone Answering Service Staff

Serenova and Teleopti alliance to provide WFM suite

Multi-ethnic business people working in a call centerTwo call centre solutions providers have announced a new and strategic alliance that will enable their customers to enjoy an even better experience than before. Teleopti’s own predictive forecasting and scheduling tools will be integrated with Serenova’s CxEngage call centre management solution to increase profitability and efficiency.

The new alliance will allow CxEngage’s stream of customer engagement data and insights to complement the workforce management (WFM) tools from Teleopti to ensure that optimum efficiency is reached. This means telephone answering services will be staffed with the right number of skilled agents.

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

Triant added that by partnering with Teleopti, firms will be able to respond rapidly to staffing needs and use real-time data to their advantage.

The partnership offers many benefits, including the fact that CxEngage’s real-time stream can be integrated into Teleopti’s WFM from day one. Companies can enjoy a lower of cost of ownership, multichannel management, better staffing and unified administration. Finally, call centres will be able to boost agent engagement through gamification and the ability for agents to manage preferences, schedules and annual leave through a self-service feature. Overall, this should mean that companies can enhance their services to staff and customers, placing themselves in a position for improved success.

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