Intelcia streamlines its inbound and outbound call centre operations with Teleopti WFM
Teleopti, a global leader in workforce management (WFM) software, announced today that Intelcia, a Moroccan leader in the CRM outsourcing industry, has chosen Teleopti´s WFM solution, to streamline its call centre operations.
“The Intelcia group has expanded and become international through the acquisition of several companies in Morocco and France. The company worked with different tools and processes and we needed a new common solution for operations planning”, says Youssef El Aoufir, Managing Director. “The new solution needed to be deployed and used efficiently in all our locations, both outbound and inbound, which put high demands on flexibility.”
Intelcia is one of the top ten outsourcers in France with more than 3500 employees on four sites in Morocco and four sites in France. The company has grown very rapidly over the last few years and plans to pursue its growth over the coming years, targeting a size of 7500 employees by 2015.
“Among other reasons, we chose Teleopti because the planning solution they offer is flexible and has a user-friendly approach. Also, with the different acquisitions the group has made, we needed a WFM solution that can integrate with many different systems, and a partner that can quickly adapt to our needs”, adds Youssef El Aoufir.
“We welcome Intelcia to our rapidly growing customer base across North Africa. Intelcia has a clear focus on delivering unbeatable customer service in the region. It makes me proud that Teleopti has been chosen to support the delivery of an excellent customer experience that consistently exceeds customers’ expectations", says Olle Düring, Teleopti CEO. “One of Teleopti WFM strenghts is its flexibility to handle diverse and complex customer service environments. I feel confident that the benefits will help Intelcia raise the bar on customer satisfaction, as well as increase efficiency and profitability”.
Intelcia is Morocco’s largest Offshoring Company. Founded in 2000, Intelcia has succeeded in retaining current clients and attracting new ones over the years. Intelcia has made several acquisitions, continually investing in growth and expansion, promoting proximity to its clients.
Intelcia’s operations in France and Morocco largely support French-based clients. Intelcia is currently operating from 8 offices in France and Morocco and employs more than 3500 employees. The group is specialized in new disciplines and B2B services, mail orders, telemarketing, customer relations, surveys, tech support and insourcing while emphasizing commitment and operational excellence.
For more information, visit www.intelcia.com
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling.
Founded in 1992, Swedish-established Teleopti has customers in over 75 countries, offices in Stockholm, Oslo, Helsinki, London, Duisburg, Moscow, Istanbul, Dubai, Beijing, Shenzhen, Kuala Lumpur, New York, Atlanta, Denver and Saõ Paolo – and a comprehensive global network of partners. With a record of continuous net profitability for over 20 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner. Find out more: www.teleopti.com
For more information, please contact:
Contact: Hossam Amer
Phone: +971 50 7381814
Media Contact: Mariam Akkar
Phone: +971 50 6558355