TrustRadius Insights
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.
Recent Reviews
Pricing
N/A
Unavailable
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
22 people also want pricing
Alternatives Pricing
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
N/A
Unavailable
What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Product Details
- About
- Tech Details
What is Calabrio Teleopti WFM?
Calabrio Teleopti WFM Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Comparisons
Compare with
Reviews and Ratings
(24)
Community Insights
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!
- Business Problems Solved
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.
Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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.
May 23, 2018
Teleopti has simplified our scheduling!
Teleopti WFM is used by the entire customer support team at HubSpot and likely several other departments as well. It typically is used to manage scheduling concerns and adjust staffing according to business levels. It helps us forecast how busy it is likely to be and how many people it takes to address that as a business. It lifts a huge burden from the team and helped organize the entire department.
- Teleopti provides the ability to schedule meetings at the most optimal time with very little work from the end user. It prevents huge scheduling conflicts that may typically occur in other scheduling softwares.
- Allows for flexible staffing that works with employee preferences and business needs. This is a system that remains fair and managable and that in itself is a rare feature.
- The tool is color coded, very customizable, and most importantly easy to read and manipulate with drag and drop features.
- Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
- I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
- Teleopti has increased the efficiency of our department and made scheduling more consistent for employees.
- Our team has been able to adjust staffing levels to address business levels instead of hiring more staff and just being overstaffed unnecessarily.
I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.