Teleopti CCC - Advanced Workforce Management
Teleopti CCC is an award winning management solution for contact centres. A powerful yet uniquely easy-to-use solution, Teleopti CCC creates accurate call forecasts for the next few days and months ahead and schedules agent resource to match it. This means optimal utilisation of contact centre's resources can be attained and better resource balance achieved.
Because the scheduling is optimised automatically, the risk of both overstaffing and understaffing is minimised, irrespective of changes in service demands. At an early stage, Teleopti CCC provides forecasts that show how costs can be greatly reduced by defining how much money can be saved while dramatically improving customer service or raising sales targets.
Call routing can be managed at either the network level or on an individual site basis, and delivers enhanced productivity, improves quality of service and allows an organisation to realise a faster return on investment in its existing contact centre infrastructure.