PRODUCT LEAFLET

LIFESTYLE NOTIFY
Shift Real Time
BPO Performance Adherence
Trader Exchange Manager

Teams - for
Calendar
Vacation MyTime - Team leaders
Multichannel Link
Planner App & portal Forecasting
Gamification Intraday
Overtime Management
Multiskill SMS Link
Manager Scheduling
CC/CX
Connectors ASM
Self-Scheduling Shifts
Budgeting
Standard
People Reports SDK 3rd Party
Apps
Competence
Manager CRM, HR, QM
Training Payroll
Planner Connectors Export

INTEGRATIONS

TELEOPTI WFM
SOLUTION SUMMARY
DRIVE BUSINESS SUCCESS WITH FUTURE-PROOF,
INTELLIGENT WORKFORCE MANAGEMENT
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 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.

Teleopti WFM Base

Forecasts CC/CX Connectors

Multi-skill, multichannel forecasting for Teleopti provides officially certified
both short- and long-term planning, connectors to all major contact center
as well as for trends and seasonality and customer eperience platforms for
analyses. automated transfer of contact data to
Teleopti WFM.
Schedules
Powerful, multi-skill scheduling- Budgets
optimization engine for effective For long-term planning of staff
employee planning, taking into requirements.
account work-hour legislation,
MyTime
demand, employee requests –
Provided as both a web-based employee
and more.
portal and an IOS/Android app, MyTime
People offers employees not only access to
Employee administration, including work- their schedules but also industry-leading
hour contracts and skill assignments. empowerment tools for work-hour
preferences and self-assessment.
Shifts
Efficient shift generator for creating Gamification
shifts from any mix of schedule Engage employees with badges and
activities. scorecards and reward top-performers.

Intraday Teams
Allows overview and detailed analysis Enable a variety of team organizers
of traffic, performance and staffing to efficiently group, track and adapt
down to interval level. schedules, as well as monitor
employee status.
Reports
The reporting package, made up of over Software Development Kit (SDK)
30 standard reports, covers forecasting, Teleopti WFM Cloud includes a
scheduling accuracy and employee powerful SDK platform for customized
performance. development and integration.

PRODUCT LEAFLET | SOLUTION SUMMARY 2

PRODUCT LEAFLET | SOLUTION SUMMARY 2
 Add-on Packages & Modules

Notify Package

Four modules to act and respond faster – with real time notifications:

Agent Schedule Messenger (ASM) – CalendarLink – Share schedules;

Keep track of and improve adherence
Pop-up reminders and the messenger
23 access them from anywhere
Employees are able to view the latest
interface (for rapid, efficient schedule changes on preferred mobile
communication between customer devices and from third-party calendar
reps and team leaders) help employees services (e.g. iCal, MS Outlook) – anywhere,
not only keep track of their scheduled anytime. This not only eliminates tedious,
activities throughout the day but also manual notification-processes but also
drive service-level targets through increases schedule adherence.
improved schedule adherence.

SMSLink – Schedule changes on the

Real-Time Adherence (RTA) – Detect go, in real time
and correct problems immediately Automated notifications of schedule
Monitor employee status with changes, sent to employees via SMS,
customizable overviews – in real eliminates labor-intensive, manual
time. The RTA information, visible processes. Proactive notifications bring
alongside schedules and employee improved schedule adherence!
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.

PRODUCT LEAFLET | SOLUTION SUMMARY 3

 Lifestyle Package

Four self-service modules to engage and empower employees:

Vacation Planner – Automated Overtime Manager – Adapt faster with

request handling brings reduction employee insight & influence
in administration Finding staff at short notice to meet
Save time and money with Vacation resourcing requirements has never been
Planner, freeing up valuable resources easier. Employees can enter their overtime
and eliminating paper-based vacation availability via the MyTime portal/app,
and time-off approvals. Employees creating a supplementary resource pool
book absences autonomously via the for planners when needed. Frontline staff
MyTime portal/app and receive manual are also able to see via self-service sidebars
or automated approvals, denials or when overtime is likely available. They can
waitlist notifications, based on pre- then request to work the relevant overtime
defined business rules. period with approval being automatic or
manual.

Shift Trader – Shift trading in no Self-Scheduling – Freedom for

time while maintaining service-level employees, freedom to achieve more
requirements Enable Frontline employees to
Employees can trade shifts – with or independently move their lunches and
without team leader/administrator breaks for the day itself or coming 7
intervention – while maintaining staffing- days. Schedules are updated instantly
level requirements. Employees can view, once moves are made. Parameters set
evaluate and trade available shifts via by management and automated staffing
the shift trade board in their MyTime monitoring mean zero managerial
employee portal/app – in no time at all. intervention is required and there is no
impact on customer service levels. Unleash
the potential of your employees by
removing stress & manual rigidity.

PRODUCT LEAFLET | SOLUTION SUMMARY 4

 BPO Exchange – Close the gap between integrates with a wide range of payroll
your resourcing needs systems, transferring simple imports/
and employee availability exports of scheduled employee work
To meet variable service demands while hours and any deviations – absences,
optimizing costs often requires external overtime or shifts allowances, and the like
resources to be used to meet service – to more complex exports that include
level requirements. BPO Exchange advanced compensation calculations.
allows employee requirements to be
exported and available resources to be Performance Manager – Gain insights
imported during planning and staffing from advanced analyses
phases. This provides a view of the total A must-have for managers who
staffing situation, both in-house and BPO need to quickly identify, evaluate and
resources combined, and how much each improve factors that impact operational
contributes. performance. Performance Manager
brings you advanced reporting and rapid
Payroll Integration – access to Key Performance Indicators
Save time and money (KPIs), including organization-wide
Automating your payroll process may comparisons down to the individual
potentially eliminate costly payroll errors level, including KPIs by employee and
and wasting administrative time. Payroll day etc.

PRODUCT LEAFLET | SOLUTION SUMMARY 5

 Training Planner – Take control of Competence Manager – Optimize
your training plan; save time, money employee performance to transform
and invaluable resources business outcomes
Plan, schedule and manage training Employees that possess the right skills,
with advanced automation – regardless knowledge and attributes can deliver
of the size of your workforce. Service- exceptional results. Competence
level targets, employees, trainers and Manager shows you what “best”
training room availability are all factored performance looks like by pinpointing
in to deliver optimal training schedules. the key skills of top performers - what
Quickly and easily select individuals and they’re doing differently/better – and
groups, the training content, delivery how to achieve it. The solution also
details, trainers and dates. identifies gaps in employee skills/
knowledge and flags the best course of
action by replicating desirable profiles.

Teleopti, a Calabrio company, helps organizations empower their employees to provide outstanding customer service
through our cloud-first workforce management (WFM) software. We are a global team of innovators and experts
focusing 100% on WFM, enabling companies with user-friendly automation and optimization of omnichannel forecasting,
scheduling, and people management. Teleopti WFM supports companies’ profitability by elevating operational efficiency,
employee engagement, and customer experience. Since the start in 1992 we have grown our customer community to 100
countries, collaborating with partners worldwide, and today Teleopti WFM plans and empowers over 500,000 employees.
For more information visit www.teleopti.com

PRODUCT LEAFLET | SOLUTION SUMMARY 6