“Out of the Box” Solution Offers Powerful Forecasting, Scheduling and Adherence Tools to Balance Service and Staff Levels in Dynamic Contact Centers
Lisbon, Portugal, and Stockholm, Sweden; 7 December, 2009 – The leading independent global contact center solutions vendor Altitude Software, and Teleopti, a leading provider of solutions for strategic workforce management, today announced a strategic partnership to enable contact centers to optimize performance while adding the human touch to management.
As of today, both companies are now delivering an “out of the box” integration between the Altitude uCI unified suite and Teleopti CCC, Teleopti’s innovative workforce management solution. The combined solution offers a set of tools that include forecasting with seasonality analysis, workforce scheduling and a real-time adherence module, which allows contact center managers to check plan deviations and react quickly to ensure continued customer satisfaction at the lowest cost possible. The forecasting is based on historical data provided by Altitude uCI, in an integrated fashion, with the obvious benefits in accuracy and simplicity of management. Services and campaigns are easily set up and modified “on the fly”, supported by Altitude uCI’s unified development environment. The solution also offers strong support for complex labour regulations and can observe the compliance of key European markets and other markets globally.
Contact centers now have available a unified workforce management solution to ensure they have the right staff at the right moment, get reliable and accurate forecasts on traffic load, check plans against actual events, quickly react to peaks or lulls on calls, and automate agent scheduling, taking agent preferences into consideration. This empowers agents and reduces churn, while generating greater efficiency and cost-effective operational performance.
“The Altitude team has a strong track record and we look forward to providing our combined customers and channels with an integrated solution stronger than the two offerings separately. Successful integration tests have been done in lab environment and the first customers have been deployed, allowing them to focus on operational efficiency in running their contact centers”, commented Nils Bildt, Teleopti’s CEO.
According to Gastão Taveira, Altitude’s CEO, “Altitude Software acknowledges the importance of a fully-featured, modern and well supported workforce management solution. This partnership is an opportunity to bring added business value with Altitude uCI and easily justify the investment inside leading contact center organizations.”
Teleopti’s premium workforce management solution, Teleopti CCC, offers all the tools needed to take complete control of the contact centre for increased profitability and customer satisfaction. Teleopti CCC provides reliable and accurate forecasts based on historical data, campaign planning and business intelligence that helps contact centers predict the future staffing requirements for all customer facing workflows. It provides forecasting features, more adaptable optimization, agent empowerment, increased profitability and integration with other solutions.
Altitude uCI is a suite of contact center software solutions that boasts outstanding results throughout 800-plus customers worldwide, supporting both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact center operational aspects, from agent coaching to IT management. Altitude Software is the leading independent contact center solutions vendor, with 15 offices worldwide, resulting in a fast expanding customer base and strong partner network with a special focus on delivering business value to contact center outsourcers.
