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Calabrio Teleopti WFM is a valuable tool for call center operations, widely used by users to track employee performance and ensure prompt …
Overview
What is Calabrio Teleopti WFM?
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.
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What is Calabrio Teleopti WFM?
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.
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- Premium Consulting/Integration Services
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- Tech Details
What is Calabrio Teleopti WFM?
Calabrio Teleopti WFM Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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(24)
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Calabrio Teleopti WFM is a valuable tool for call center operations, widely used by users to track employee performance and ensure prompt customer service. The software enables scheduling of call center agents, including breaks and lunches, while managing PTO and shift bids. Real-time monitoring, forecasting, and long-range planning are simplified with Calabrio Teleopti WFM. Integrating with ZOOM automated call center enhances productivity and growth. Users appreciate the user-friendly interface and organized record of labor aspects offered by the software for robust work time planning. It aids in managing employee schedules, monitoring headcount, generating reports, and coordinating meetings. Accurate forecasting of required customer service agents improves response times. Calabrio Teleopti WFM ensures compliance for quality assurance by coordinating agent schedules and monitoring breaks. With its ability to approve time-off requests and monitor team schedules, it facilitates proper staffing based on customer needs.
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Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
March 24, 2022
Teleopti has proven to be the most effective method for organizing our staff's schedules.
We use Calabrio Teleopti WFM in our organization to ensure that our customer service team is well managed at all times. We can use this application to track the performance of our employees, which has proven to be very useful and beneficial to the team. I can assure you that our customers appreciate the prompt service we provide as a result of this application, which enables us to adjust our work shifts based on the needs of the day while still covering time slots. So far, we believe our software is of high quality.
- Calabrio Teleopti WFM is incredibly easy to use.
- It allows us to manage work schedules effectively while covering all of the Candelario's spaces.
- The ability to view and compare timetables from different perspectives.
- When we first started using the application, the features were not easily accessible through a direct menu to direct us; however, as time passes and we use the application more frequently, we gain experience.
- Calabrio Teleopti WFM is a fantastic tool for managing all aspects of our work team's schedules and keeping us informed of any changes that occur in our company, whether they are personal to each individual or related to a specific topic.
- Because of the Covid pandemic, we had to reorganize and replant our schedules in order to work from home in several departments; in this case, the application provided invaluable assistance and a quick response to the situation at hand.
- They must work to update the characteristics of the integrated items so that they can be better in general based on user demand.
- In general, the software is very easy to use and offers a wide range of working functions.
- Alvaria Workforce (formerly aspect Workforce Management)
We use this software on a regular basis and consistently meet expectations based on the results obtained through the application. I can easily monitor my team members' performance. Overall, this application increases productivity in our company's call center platform. We only have a small number of users. Employees can use mobile devices, tablets, the web, MS Teams, or Slack to record their arrival and departure times. Creates powerful reports and automated timetables for each employee or workgroup.
We use Calabrio Teleopti WFM in our company for employee schedules, monitor headcount, and generate several reports. I personally use it to review unapproved absences of our employees daily. These unapproved absences are logged in by Team Managers. Calabrio Teleopti WFM is a great tool with a nice user interface.
- User Interface.
- Reports
- SSO
- PDF preview of a report cannot be scrolled down.
- Sometimes when picking a site it downloads the link as a document.
- N/A
- Reports
- Vacation requests.
- Team schedule overview.
- Sorry, cant answer this, as its not my line of business.
- Calabrio Teleopti WFM
Teleopti before it was called Calabrio Teleopti.
- Schedule overview
- Attrition
- Vacations
This product allows you to have an organized record of many labor aspects of the entire work team, it is possible to have robust planning of each person's work time, controlling the time of each meeting is also a very simple task with Calabrio Teleopti WFM. In addition, the integration with the ZOOM automated call center undoubtedly helps to increase growth. Calabrio Teleopti WFM also helps the customer service team to know in detail what the needs are according to the projects to be achieved during the day or also to make monthly projections, we know how to use this tool, it is a very simple tool to use and it does not represent any difficulty some. The scope of Calabrio Teleopti WFM is amazing, simply andresito department to improve work time.
- Integration with ZOOM.
- Better management of work time and scheduled meetings.
- Our customer service improved dramatically after the implementation of Calabrio Teleopti WFM.
- All non-intuitive features, but I think they can improve the customization aspect a bit more.
- Time management according to work shifts.
- Real-time reports of changes in work dates.
- Organizing workers by work shift helps control shortages of essential staff.
- Time is managed with wisdom and personalization.
June 06, 2019
Teleopti WFM - Good Value for Workforce Management
Our team uses Teleopti WFM to manage our call center workforce, coordinate agent scheduling, and account for agent activities while clocked in. It allows management to remain apprised of our team member's schedules and breaks, and keep an eye on agent compliance for quality assurance purposes.
- Schedule management is intuitive and easy to follow
- The ability for agents to request and swap shifts works well
- Agent tools for viewing schedules and requests is user friendly
- Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
- User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
- The companion app has some updates issues that could use addressing.
- Our team has saved a significant amount of time by managing schedules in Teleopti
- It also frees up our workforce manager so they don't have to manage shift swaps
We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
February 15, 2019
Teleopti: The Best Overall Product, with some caveats
Score 7 out of 10
Vetted Review
Verified User
We use Teleopti WFM to schedule our call center agents, creating all their scheduling items like breaks/lunches/etc. We also use it for PTO management and to schedule shift bids, keep agents in adherence, monitor real-time statuses, forecasting, and long-range planning. We have agents using it here in the office as well as off-site. We have a team of about 15 WFM coordinators using it to manage the system.
- Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
- Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
- User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
- The installation and onboarding process was pretty smooth considering other launches we've had.
- System uptime. We use their cloud solution and unfortunately there's been a number of outages.
- PTO management, could use more features like waitlisting, time off canceling and offline management
- It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
- Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
- We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.