Sister company Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class workforce management (WFM) and Cloud Contact Centre capabilities.
With the global customer experience market set to become worth £10.77billion by 2020(1), the move marks a critical juncture in the evolution of the contact centre into the customer engagement hub – and the incorporation of crucial internal management features as a part of the mix.
John Rees, Chief Commercial Officer at Content Guru, commented:
“WFM is an increasingly important element of the customer engagement hub, and plays a vital role in driving staff efficiencies in combination with more traditional contact centre functions. We’re delighted to partner with Teleopti to deliver best-in-class capabilities across both front-end routing and back-end staff distribution, using a cloud model to open up the benefits of converged WFM and contact centre capabilities to any size of organisation."
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Footnotes (1) MarketsandMarkets: http://www.marketsandmarkets.com/PressReleases/customer-experience-management.asp