• November 5, 2014

USAN Partners with Teleopti for WFM Solution in the Cloud

USAN, a cloud services provider of omnichannel customer engagement solutions and services, is partnering with Teleopti, a provider of workforce management (WFM) software, to provide Teleopti's WFM solutions in a software-as-a-service model.

"WFM is a critical tool for managing any contact center workforce and an important complement to our portfolio of cloud customer engagement solutions," said Steve Walton, president and CEO of USAN, in a statement. "This partnership with Teleopti ensures that our customers now have access to one of the industry's best and most mature WFM solutions, in addition to our other contact center solutions via the cloud."

Teleopti Workforce Management encompasses forecasting, scheduling, preference and request handling, communication, intraday management, reporting, and performance management.

In the newest release of its WFM software, USAN and Teleopti have added mobility and gamification to the mix. With new mobility features in Teleopti WFM 8, managers can monitor performance, take immediate action, and coach agents in real time via tablet or similar device while walking on the floor.

"Partnering with USAN will introduce our forecasting and scheduling tools to even more North American contact centers to increase productivity, improve customer service, and boost agent satisfaction," said David Pahlman, president of Teleopti, in a statement. "We are confident that our core capabilities, and particularly our innovative gamification features, will improve agent motivation and performance and enhance the customer experience for USAN WFM customers."

Earlier this year, Teleopti partnered with 8x8 in a similar deal.

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