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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.Teleopti WFM - Good Value for Workforce ManagementOur 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.,8,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,Teleopti: The Best Overall Product, with some caveatsWe 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, 24SevenOfficeTeleopti 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.,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, Slack
  3. Teleopti WFM Reviews
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Teleopti WFM
6 Ratings
Score 7.5 out of 101
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Teleopti WFM Reviews

Teleopti WFM
6 Ratings
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Score 7.5 out of 101

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June 06, 2019

Teleopti WFM - Good Value for Workforce Management

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Read this authenticated review
Clinton Verley profile photo
February 15, 2019

Teleopti: The Best Overall Product, with some caveats

Clinton Verley
Score 7 out of 10
Vetted Review
Verified User
Review Source
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 is perfect for a call center where your main needs are forecasting, real-time management and alignment of different workqueues into a seamless whole. I would not recommend it for call centers with many different shifts or schedules as the PTO management suite is lacking in features for keeping all of that straight.
Read Clinton Verley's full review
Kayla Gillespie profile photo
May 23, 2018

Teleopti has simplified our scheduling!

Kayla Gillespie
Score 9 out of 10
Vetted Review
Verified User
Review Source
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 is great if you have a team of people that you are managing or trying to coordinate schedules between. It is great for organizations large and small.

Maybe not so suited for personal calendar use.
Read Kayla Gillespie's full review

Teleopti WFM Scorecard Summary

Likelihood to Recommend (6)
7.5

About 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.
Categories:  Workforce Management,  Call Center Workforce Optimization

Teleopti WFM Technical Details

Operating Systems: Unspecified
Mobile Application:No