Teleopti, a provider of solutions for Workforce Management, and Vocalcom, a multichannel Contact Center Solutions provider have announced a regional partnership fusing their resources and expertise, and successfully integrating the pieces to develop a comprehensive solution and improved agility for project execution targeting the enterprise segment in Middle East & Africa region.
The new partnership comes from understanding the increasing importance of a fully integrated, end-to-end solution designed for major service providers such as banks, airlines, and recently governmental bodies.
The Teleopti WFM solution is designed to help customers optimize their call center daily operations, stimulating agents’ commitment, and providing accurate forecasting to hinder performance shortcomings; thus; a better customer relationship management.
Teleopti WFM is integrated into the Vocalcom contact center solution; capitalizing on eighteen years’ experience developing customer engagement, helping Vocalcom clients to better connect with customers, and building trusted relationships through a unified agent workspace.
This collaboration between Vocalcom MEA and Teleopti MEA will help companies in the region tap into the latest contact center technologies, providing decision makers with simple-to-use tools, real-time updates, and the possibility to monitor agents’ performance via a sophisticated set of KPIs, offering a solid platform with unrivalled functionalities spanning customer satisfaction.
“We are excited to partner with Vocalcom, with great expectations. This new partnership is a natural extension of both our aspirations to pursue excellence in customer satisfaction. By combining Teleopti WFM and Vocalcom contact center solution, Vocalcom now offers an inclusive ‘All-In-One’ solution that meets evolving contact centers’ trends, greatly improving the customer experience. I am confident that both Teleopti and Vocalcom will benefit considerably from this relationship”, says Hossam Amer, Regional Manager Teleopti MEA.
“Working with Teleopti is a solid step for us in continuing the process of developing long-term partnerships and nurturing powerful relationships with our customers. It is also an opportunity for Vocalcom to expand our presence in the Middle East, one of the most promising markets. Teleopti has established its ability to capitalize on years of market leadership within different verticals, and this seamlessly integrates with our future vision in the region”, said Ali Kassab, CEO of Vocalcom Middle East.