Teleopti WFM (legacy)

Teleopti WFM was a contact center workforce management product from Teleopti, a Stockholm-based software company. Calabrio acquired Teleopti in 2019 and sold the product as Calabrio Teleopti WFM, then as Calabrio WFM. Listings under the Teleopti name are legacy. The product continues under the Calabrio WFM name, which is now offered by Verint. Teleopti WFM forecast contact volumes, built agent schedules against them, and tracked agent adherence to those schedules.

Key Capabilities

• Forecasting: Multi-skill, multichannel forecasts cover short- and long-term horizons and use historical data to identify trends and seasonality.
• Schedule optimization: Multi-skill optimization builds schedules from agent skills, availability, and shift preferences, within work-hour legislation.
• Real-time adherence: Supervisors compare agent activity against schedules and live status, and can review historical adherence.
• Agent self-service: Agents use a portal and mobile app to view schedules, request time off, swap shifts, and bid on shifts.

Audience & Use Cases

• Audience: Contact center managers, workforce planners, and resource planners.
• Use Cases: Staffing queues to forecast demand across skills and channels, managing intraday changes against live agent status, and giving agents a say in their schedules.

Technical Specifications

• Deployment: Offered as a cloud service and for on-premises installation.

Acquisition and Rebrand

Calabrio announced its acquisition of Teleopti on June 3, 2019, to combine Teleopti's workforce management software with Calabrio's customer experience tools. Calabrio then renamed the product Calabrio Teleopti WFM and moved it into its Calabrio ONE platform, completing the integration about 18 months after the acquisition. Teleopti's website was redirected to Calabrio's. Later Calabrio materials call the product Calabrio WFM, formerly Teleopti. Calabrio is now part of Verint, which offers Calabrio WFM on its own site.

Teleopti was founded in Stockholm, Sweden, in 1992.