TELEOPTI WFM CLOUD SOLUTION SUMMARY DRIVE BUSINESS SUCCESS WITH FUTURE-PROOF, INTELLIGENT WORKFORCE MANAGEMENT PRODUCT LEAFLET CRM, HR, QM Connectors SDK Standard Reports Multichannel Forecasting CC/CX Connectors MyTime - App & portal Training Planner Calendar Link Real Time Adherence SMS Link ASM 3 rd Party Apps Shift Trader Vacation Planner Overtime Availability LIFESTYLE NOTIFY INTEGRATIONS BPO Exchange Outbound Manager Gamification Budgeting Intraday Management Multiskill Scheduling People Shifts Payroll Export Teams - for Team leaders Insights Overtime Requests Competence Manager Grant
Transcript
TELEOPTI WFM CLOUD SOLUTION SUMMARY
DRIVE BUSINESS SUCCESS WITH FUTURE-PROOF, INTELLIGENT WORKFORCE MANAGEMENT
PRODUCT LEAFLET
CRM, HR, QM Connectors
SDKStandard
Reports
Multichannel Forecasting
CC/CXConnectors
MyTime - App & portal
TrainingPlanner
CalendarLink
Real TimeAdherence
SMS Link
ASM
3rd PartyApps
ShiftTrader
VacationPlanner
Overtime Availability
LIFESTYLE NOTIFY
INTEGRATIONS
BPOExchange
Outbound Manager
Gami�cation
Budgeting
IntradayManagement
MultiskillScheduling
People
Shifts
PayrollExport
Teams - forTeam leaders
Insights
OvertimeRequests
Competence Manager
Grant
PRODUCT LEAFLET | SOLUTION SUMMARY 2
Teleopti WFM Cloud Base
Teleopti, continuously at the forefront of innovation, offers customers a comprehensive yet user-friendly solution that improves the planning and performance of an organization’s customer meetings.
Teleopti WFM Cloud consists of a base product and optional, add-on modules/ packages that are easily adaptable and expandable to your needs. By utilizing and customizing the most feature-rich WFM solution available, you can optimize operations, engage employees and nurture exceptional customer experiences.
Forecasts Multi-skill, multichannel forecasting for both short- and long-term planning, as well as for trends and seasonality analyses.
Schedules Powerful, multi-skill, scheduling-optimization engine for effective employee planning, taking into account work-hour legislation, demand, employee requests – and more.
People Employee administration, including work-hour con- tracts and skill assignments.
Shifts Efficient shift generator for creating shifts from any mix of schedule activities.
Intraday Allows overview and detailed analysis of traffic, performance and staffing down to interval level.
Reports The reporting package, made up of over 30 standard reports, covers forecasting, scheduling accuracy and employee performance.
CC/CX Connectors Teleopti provides officially certified connectors to all major contact center and customer eperience platforms for automated transfer of contact data to Teleopti WFM.
Budgets For long-term planning of staff requirements.
MyTime Provided as both a web-based employee portal and an IOS/Android app, MyTime offers employees not only access to their schedules but also industry- leading empowerment tools for work-hour preferences and self-assessment.
Gamification Engage employees with badges and scorecards and reward top-performers.
Teams Enable a variety of team organizers to efficiently group, track and adapt schedules, as well as monitor employee status..
Software Development Kit (SDK) Teleopti WFM Cloud includes a powerful SDK plat- form for customized development and integration.
PRODUCT LEAFLET | SOLUTION SUMMARY 2
3PRODUCT LEAFLET | SOLUTION SUMMARY
Teleopti WFM Cloud add-on packages & modulesNOTIFY PACKAGE: Four modules to act and respond faster – with real time notifications:
Agent Schedule Messenger (ASM) – Keep track of and improve adherence Pop-up reminders and the messenger interface (for rapid, efficient communication between customer reps and team leaders) help employees not only keep track of their scheduled activities throughout the day but also drive service-level targets through improved schedule adherence.
Real-Time Adherence (RTA) – Detect and correct problems immediately Monitor employee status with customizable overviews – in real time. The RTA information, visible alongside schedules and employee state data, makes tracking adherence and adjusting schedules effortless, to maintain service-level targets throughout the day. Users can view historical adherence to spot behavioral patterns, as well as approve out-of-adherence.
CalendarLink – Share schedules; access them from anywhere Employees are able to view the latest schedule changes on preferred mobile devices and from third-party calendar services (e.g. iCal, MS Outlook) – anywhere, anytime. This not only eliminates tedious, manual notification-processes but also increases schedule adherence.
SMSLink – Schedule changes on the go, in real time Automated notifications of schedule changes, sent to employees via SMS, eliminates labor-intensive, manual processes. Proactive notifications, bring improved schedule adherence!
LIFESTYLE PACKAGE: Three self-service modules to engage and empower employees:
Vacation Planner – Automated request handling brings reduction in administration Save time and money with Vacation Planner, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Employees book absences autonomously via the MyTime portal/app and receive manual or automated approvals, denials or waitlist notifications, based on pre-defined business rules.
Shift Trader – Shift trading in no time while maintaining service-level requirements Employees can trade shifts – with or without team leader/administrator intervention – while maintaining staffing-level requirements. Employees can view, evaluate and trade available shifts via the shift trade board in their MyTime employee portal/app – in no time at all.
Overtime Availability – Find available resources in a flash Finding staff at short notice to meet resourcing requirements has been made easier than ever Employees simply enter their overtime availability on their MyTime portal/app, which creates a supplementary resource pool that’s ready for automated scheduling when needed.
23
4PRODUCT LEAFLET | SOLUTION SUMMARY
Overtime Requests – Involve employees in the scheduling process Allow employees to view intervals where they can work overtime, earning either overtime pay or banked hours. They can then request the relevant period they wish to work with approval being automatic or manual. This makes everyone (cus- tomer reps, team leader and resource planner alike) more efficient and involved in ensuring service level targets are met.
Payroll Integration – Save time and money Automating your payroll process may potentially eliminate costly payroll errors and wasting adminis- trative time. Payroll integrates with a wide range of payroll systems, transferring simple imports/exports of scheduled employee work hours and any devi- ations – absences, overtime or shifts allowances, and the like – to more complex exports that includeadvanced compensation calculations.
Outbound Manager – Cost-efficient scheduling of outbound campaigns Raise the bar for efficiency with this perfect tool that defines campaigns and generates day/hour production plans. The solution helps meet the requested plan by scheduling skilled employees in accordance with the targets to be achieved.
BPO Exchange – Close the gap between your resourcing needs and employee availability To meet variable service demands while optimizing costs often requires external resources to be used to meet service level requirements. BPO Exchange allows employee requirements to be exported and available resources to be imported during planning and staffing phases.
This provides a view of the total staffing situation, both in-house and BPO resources combined, and how much each contributes.
Training Planner – Take control of your training plan; save time, money and invaluable resources Plan, schedule and manage training with advanced automation – regardless of the size of your workforce. Service-level targets, employees, trainers and training room availability are all factored in to deliver optimal training schedules. Quickly and easily select individuals and groups, the training content, delivery details, trainers and dates.
Competence Manager – Optimize employee performance to transform business outcomes Employees that possess the right skills, knowledge and attributes can deliver exceptional results. Competence Manager shows you what “best” performance looks like by pinpointing the key skills of top performers - what they’re doing differently/ better – and how to achieve it. The solution also identifies gaps in employee skills/knowledge and flags the best course of action by replicating desirable profiles.
5PRODUCT LEAFLET | SOLUTION SUMMARY
Insights – Discover the power of your data Insights, which leverages embedded Microsoft Power BI, is a cloud-based reporting feature that can be added to your Teleopti WFM suite, delivering analysis at the speed of thought to untap the potential of your WFM & CX data. Insights offers dynamic, interactive reporting and personalized dashboards so that both users and management can be empowered with intelligent insights and make dynamic decisions to drive smarter operations and optimal customer experiences.
Grant – Reimagine your WFM with AI-driven chatbotRevolutionize your intraday automation with AI-optimized employee self-service. Grant is your own WFM concierge handling all processes related to schedule requests, so you can focus on the big picture. Monitoring current staffing alongside employees’ skills and schedules, avGrant provides chat notifications when voluntary time off is available. Grant will also soon be able to handle additional scheduling like overtime.
