TrustRadius
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.TeleoptiTeleopti: The Best Overall Product, with some caveats2019-02-15T18:51:39.594ZWe 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,7,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.,NICE Workforce Optimization, Kronos Workforce Central, Kronos Workforce Ready and JDA Workforce Management,Excel4apps, Dynamic Interactive, Citrix CloudBridge, 24SevenOfficeClinton VerleyTeleopti has simplified our scheduling!2018-05-23T20:17:08.468ZTeleopti 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.,9,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.,,HubSpot, Salesforce.com, SlackKayla Gillespie
Unspecified
Teleopti WFM
3 Ratings
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