Teleopti has announced that its Cloud workforce management (WFM) solution is now available on Genesys AppFoundry – a dedicated customer experience marketplace. With this new integration for the Genesys PureCloud platform, organizations can more accurately and efficiently forecast and plan contact center staffing needs to deliver increased customer satisfaction and heightened employee engagement. Genesys AppFoundry connects businesses to the industry’s highest caliber of cloud and on-premises customer experience solutions in one comprehensive marketplace.
The new AppFoundry gives all Genesys customers one interface to explore its ecosystem of pre-built integrations for the entire Genesys portfolio, including PureEngage, PureConnect and PureCloud. Teleopti offers an advanced, user-friendly suite of tools that combines automated forecasting, scheduling and monitoring with cutting-edge lifestyle and notification capabilities to secure operational efficiency and empower employees. Teleopti WFM Cloud’s range of functionality all comes from a belief in creating a streamlined, empowered workforce so as to meet and engage customers when and how they wish to be met. Using Teleopti’s highly flexible module suite, contact centers can drive agent development and engagement as well as ensure schedule adherence through Gamification, competence and training tools, digital communication links and agent schedule-request automation. Agents have real-time access to their schedules through a self-service portal, available via mobile app and web-based devices, where they can view adherence, report absences, request time-off or overtime, and trade shifts.
“The Cloud-to-Cloud integration of Teleopti’s WFM software on Genesys AppFoundry is the optimal combination for contact centers tailoring their customer experience suite to match business needs. Contact centers can select the best products, install them easily, and empower agents with work experiences that are fair, integrated and engaging,” said Magnus Geverts, Chief Business Development Officer, Teleopti.
Teleopti WFM Cloud is now available with Genesys PureCloud, a unified, all-in-one customer engagement and employee collaboration platform that is easy to use and quick to deploy. A true Cloud offering, PureCloud is flexible, open, feature-rich, and built for rapid innovation. Customers who access Teleopti WFM Cloud over the Genesys Customer Experience Platform will receive the full capabilities of Teleopti’s WFM automation – multi-channel forecasting, multi-skill scheduling, optimized staff planning, intraday monitoring and much more – with the option to further build and tailor their WFM suite. Time and cost savings are intrinsic to automated planning and industry analysts have found that Teleopti customers are 23 percent more efficient, generating a fast ROI for customers.