Teleopti ranks #1 in WFM customer-satisfaction survey by DMG Consulting
Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a leading contact center research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press. With nine leading workforce management (WFM) vendors reviewed in detail, the report included a comprehensive vendor satisfaction survey, measuring and ranking vendor approval ratings across 24 product components and 11 vendor categories.
Teleopti came out with the top score in nine categories. The company achieved a perfect 5.0 score in five categories: implementation, training, professional services, on-going service and maintenance, and current product. Top scores (highest in satisfaction) were also earned in the following four categories: product innovation, responsiveness to product enhancement requests, vendor communication and pricing.
With more than 20 years of experience under its belt, Teleopti delivers a flexible, feature-rich, easy-to-use WFM solution that automates and optimizes contact-center operations in over 80 countries. Its global presence allows for an intimate understanding of the culture, region and enterprise in question, thus enabling localized delivery.
Olle Düring, CEO of Teleopti, says: ”It all comes down to expertise by exclusively focusing on WFM and closely listening to our customers. We maintain contact, not only during the pre- and implementation phases, but also throughout post-implementation support. By being on our toes, we constantly make improvements and deliver to the best of our ability.”
Further, the DMG report indicated that Teleopti tied for the top ranking in the following five product categories: ease of system configuration and set-up; support for complex and varied work rules; ability to support blended channels; dashboards; back-office functionality.
“This is the year of staff empowerment and engagement and vendors from a number of contact center IT sectors are getting into the game,” says Donna Fluss, president of DMG Consulting LLC. “WFM solutions are well known for their ability to improve productivity and quality. WFM vendors already provide solutions that empower employees to participate in managing their own schedules and time-off have started to introduce gamification modules to enhance the agent experience. Gamification solutions promote engagement and drive ideal behaviors by making experiences fun, motivating and rewarding. “
“We solve the top-priority challenges for our customers; multi-channel WFM, gamification, cloud-readiness, and employee engagement. We deliver our solution in high-quality projects that bring innovation and improvements”, says David Påhlman, President of Teleopti Inc. “Our fresh, yet proven approach to workforce management has propelled Teleopti onto a tremendous growth path here in North America”
“Building up customer satisfaction takes time. That’s why we’ve had this as a key metric since the start,” says Düring. “Our own surveys show, year after year, that 9 out of 10 customers recommend Teleopti. It’s a pleasure to see that DMG reports the same pattern.”
For more information, please contact:
Teleopti WFM: Olle Düring, CEO Teleopti AB
Phone: +46 709 21 81 10
Teleopti US: David Påhlman, President Teleopti Inc.
Phone: +1 (917) 853 1173
Media contact: Camilla Arneving, Head of Marketing
Phone: +46 722 22 81 04
About DMG Consulting LLC
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.
For more information, contact:
DMG US: Deborah Navarra
About Teleopti WFM
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, 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