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Teleopti CCC - Workforce Management
Workforce management ensures optimal staffing to provide exactly the right level of service.It delivers accurate forecasting, optimal planning and follow up, greatly improving the overall performance and profitability of your contact centre.
Through a strategic partnershipwith Teleopti CCC, Spescom DataVoice can now offer the worldclass functionality of this solution to its customers.
Teleopti CCC is one of the most powerful forecasting tools on the market. You choose the timescale. Whether you want to know what is needed over the next few hours or next year, you’ll receive an accurate, well-informed answer taking seasonal variations, market trends, campaign periods and other identified factors into consideration. And it’s just as easy to optimise the next five-minute period.
Whatever your size, structure
It doesn’t matter whether you have a small, single-site simple centre or a large multi-site multi-channel one. Teleopti CCC creates significant advantage regardless of the context. It is scalable and modular, enabling it to grow with your operation. Optimising a contact centre that is divided into different units or operates across multiple sites is easy. Integrating an outsourced contact centre can also be done seamlessly.
Regardless of the structure, Teleopti CCC combines all the parameters such as skills, opening hours, customer demand, business rules and contact channels together to deliver a single, powerful plan and view of the organisation. You can adapt your contact centre as changes occur in the organisation or the market, whilst ensuring that staffing is always optimised.
Integrate with other solutions
To realise the benefits of a workforce management system it is essential that it can fit easily into your existing IT infrastructure. Teleopti CCC is therefore designed and built to integrate easily with other platforms and applications, most notably the Qnique Workforce Optimisation Suit.
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