Contact Center Solutions Featured Article

TantaComm and Teleopti Combine on New Workforce Optimization Solution

November 06, 2014

As any contact center administrator knows, one of the biggest challenges—aside from meeting resolution metrics—is managing the workforce. The objectives are to somehow make sure the right people are available at the right time with the right tools to hit those resolution metrics and create compelling customer experiences.


The problem has been matching workforces with work flows in the context of those performance metrics has become so much more than just using pencil and paper to assign time slots. It is complicated, and that complexity is one of the reasons so much attention is being paid to solutions that can ease or eliminate the pain points.

Global workforce optimization solutions provider TantaComm and workforce management (WFM) software provider Telopti announced a new partnership for contact centers.

The solution, TantaComm Manage, combines interaction recording from TantaComm with Telopti’s WFM solution of Teleopti which the companies note is designed to improve contact center customer service, employee satisfaction and profitability.

"Tantacomm Manage is a flexible and reliable solution, providing everything needed to manage a high-performing contact center," said Charley Eaton, chief executive officer of TantaComm. "By applying our modular platform and flexible delivery model to Teleopti's robust functionality, TantaComm Manage makes workforce optimization attainable for operations of any size."

Tantacomm Manage is a versatile package of capabilities that:

  • Offers sophisticated forecasting and scheduling capabilities that allow users to balance staff efficiency with world-class customer support - from anywhere in the world.
  • Improves sales-per-hour ratios and customer retention while achieving 20-40 percent savings through back-office productivity.
  • Enables agents to remotely check work schedules and messages, make shift trades, request vacation, and more to increase work flexibility and help reduce attrition.

"Our advanced, automated forecasting and scheduling tools have helped contact centers increase productivity, improve customer service and boost agent satisfaction significantly," said David Pahlman, President of Teleopti Inc.

"We are excited to have the opportunity to partner with Tantacomm. Our joint solution and our respective experience in the large enterprise and BPO segment will offer a solution that has matured with the most demanding customers in the industry, and with its scalability it will offer top of the line WFO solutions to both enterprise and SMB organizations," said Pahlman.

In this age of giving customers options as to how they wish to deploy, TantaComm Manage can be delivered either on-premise or via the cloud, and can be financed with flexible perpetual (CapEx), subscription (OpEx), OEM, or blended payments.

Marrying workflows to workers has been a complicated and time-consuming task with problematic outcomes. Having an automated solution that can save time, money and help avoid conflicts while improving the customer experience is why contact center administrators are looking to these types of solutions to obtain optimal efficiency and effectiveness. 




Edited by Alisen Downey



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