Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a contact centre research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press. With nine leading workforce management (WFM) vendors reviewed in detail, the report included a comprehensive vendor satisfaction survey, measuring and ranking vendor approval ratings across 24 product components and 11 vendor categories.
Teleopti came out with the top score in nine categories. The company achieved a perfect 5.0 score in five categories: implementation, training, professional services, on-going service and maintenance, and current product. Top scores (highest in satisfaction) were also earned in the following four categories: product innovation, responsiveness to product enhancement requests, vendor communication and pricing.
With more than 20 years of experience under its belt, Teleopti delivers a flexible, feature-rich, easy-to-use WFM solution that automates and optimizes contact-center operations in over 80 countries. Its global presence allows for an intimate understanding of the culture, region and enterprise in question, thus enabling localised delivery.
Olle Düring, CEO of Teleopti, says: "It all comes down to expertise by exclusively focusing on WFM and closely listening to our customers. We maintain contact, not only during the pre- and implementation phases, but also throughout post-implementation support. By being on our toes, we constantly make improvements and deliver to the best of our ability."
Further, the DMG report indicated that Teleopti tied for the top ranking in the following five product categories: ease of system configuration and set-up; support for complex and varied work rules; ability to support blended channels; dashboards; back-office functionality.
"This is the year of staff empowerment and engagement and vendors from a number of contact center IT sectors are getting into the game," says Donna Fluss, president of DMG Consulting LLC. "WFM solutions are well known for their ability to improve productivity and quality. WFM vendors already provide solutions that empower employees to participate in managing their own schedules and time-off have started to introduce gamification modules to enhance the agent experience. Gamification solutions promote engagement and drive ideal behaviors by making experiences fun, motivating and rewarding. "
"We solve the top-priority challenges for our customers; multi-channel WFM, gamification, cloud-readiness, and employee engagement. We deliver our solution in high-quality projects that bring innovation and improvements", says David Påhlman, President of Teleopti Inc. "Our fresh, yet proven approach to workforce management has propelled Teleopti onto a tremendous growth path here in North America"
"Building up customer satisfaction takes time. That's why we've had this as a key metric since the start," says Düring. "Our own surveys show, year after year, that 9 out of 10 customers recommend Teleopti. It's a pleasure to see that DMG reports the same pattern."