Cloud WFM space strengthened with Azure usage

17th January 2018
Source: Teleopti
Posted By : Anna Flockett
Cloud WFM space strengthened with Azure usage

Teleopti is strengthening its already leading presence in the Cloud WFM space through an extended partnership with Microsoft. After six years of Teleopti WFM Cloud on Microsoft Azure for contact centres, Teleopti now holds the position as the number one supplier of WFM software on Azure, globally. With a development relationship that dates back to the 1990s, Teleopti claims it is a top WFM digital partner for Microsoft Azure and the sizeable, and ever-growing, offering of Teleopti WFM Cloud on Azure means that Teleopti is now a Microsoft Gold Co-Sell Partner.

The co-sell status entails Teleopti building its sales network with Microsoft to enable the Microsoft sales team to sell Teleopti WFM Cloud as part of their contact centre projects. Teleopti is consequently now working within Microsoft’s ecosystem as this collaboration is further solidified and joint sales ventures multiply.

Annica Wallenbro Stojcevski, Business Group Lead - Cloud & Enterprise at Microsoft said: “We are excited for the outcomes this strengthened partnership will enable for our customers. Azure is a platform which opens up for new opportunities. Thanks to partners, such as Teleopti, we can offer brilliant solutions through Azure that helps companies be more productive, innovative and more profitable.”

Teleopti’s Cloud growth is entwined with its international expansion, especially in North America, and leading industry analysts have found that Teleopti has grown at a rate faster than the rest of the industry, moving up two positions for market-share ownership in 2017 reports.

Highlighting the parallel journey of Teleopti’s expansion and Cloud leadership, 80% of Teleopti’s new business in the last two years has been via Cloud contracts and almost 100,000 contact centre agents are now planned for via Teleopti WFM Cloud on Microsoft Azure. Teleopti’s focus on Cloud deployment in the last decade is led by an understanding of customers’ need to focus more on their customer-satisfaction and employee-engagement strategies, and less on IT maintenance.

Being an early adopter of Microsoft’s Azure services, as the Azure infrastructure has grown, so too has Teleopti’s Azure usage and the functionality of its Cloud suite. Realising the IT needs of the contact center industry and the support offered by the Azure platform, Teleopti has developed and enhanced its Cloud offering to be the best-of-breed WFM Cloud solution on the market.

Teleopti offers the full functionality of its WFM suite to Cloud contact centre customers. There is no compromise made to support Cloud services, with functionality being identical whether deployed on-premise or on Azure. Contact centres can use Teleopti WFM to effectively forecast, schedule and monitor customer service operations, as well as dynamically adapt to changing situations. This ensures that business needs can be optimized through a balance of personnel, demand and customer service levels. Teleopti WFM is known and respected for a modern approach to WFM, with a wide range of tools and capabilities to positively empower employees across the organisation, resulting in optimized operations and engaged customers. Industry analysts have found that Teleopti customers are 23% more efficient, generating a fantastic ROI for customers.

“Teleopti has a long history of working with Microsoft, and over the last six years we have collaborated to provide contact centres with the most efficient yet extensive WFM planning possibilities over Azure,” commented Olle Düring, CEO of Teleopti. “Contact centres need to be able to focus on business and customer needs ahead of IT headaches, Microsoft and Teleopti’s WFM Cloud offering ensures that companies can prioritise accordingly. The aim is to always support our customers’ growth and vision, and Cloud services offer the optimal way to achieve this.”

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