Teleopti WFM - Good Value for Workforce Management
June 06, 2019

Teleopti WFM - Good Value for Workforce Management

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Teleopti WFM

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.
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.