TELEOPTI WFM SOLUTION SUMMARY

DRIVE BUSINESS SUCCESS WITH FUTURE-PROOF, INTELLIGENT WORKFORCE MANAGEMENT

PRODUCT LEAFLET

CRM, HR, QM Connectors

SDKStandard

Reports

Multichannel Forecasting

CC/CXConnectors

MyTime - App & portal

CalendarLink

Real TimeAdherence

SMS Link

ASM

3rd PartyApps

ShiftTrader

VacationPlanner

LIFESTYLE NOTIFY

INTEGRATIONS

TrainingPlanner

Gami�cation

Budgeting

IntradayManagement

MultiskillScheduling

People

Shifts

PayrollExport

Teams - forTeam leaders

OvertimeManager

Competence Manager

Self-Scheduling

BPOExchange

PerformanceManager

PRODUCT LEAFLET | SOLUTION SUMMARY 2

Teleopti WFM Base

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.

Forecasts Multi-skill, multichannel forecasting for both short- and long-term planning, as well as for trends and seasonality analyses.

Schedules Powerful, multi-skill scheduling-optimization engine for effective employee planning, taking into account work-hour legislation, demand, employee requests – and more.

People Employee administration, including work-hour contracts and skill assignments.

Shifts Efficient shift generator for creating shifts from any mix of schedule activities.

Intraday Allows overview and detailed analysis of traffic, performance and staffing down to interval level.

Reports The reporting package, made up of over 30 standard reports, covers forecasting, scheduling accuracy and employee performance.

CC/CX Connectors Teleopti provides officially certified connectors to all major contact center and customer eperience platforms for automated transfer of contact data to Teleopti WFM.

Budgets For long-term planning of staff requirements.

MyTime Provided as both a web-based employee portal and an IOS/Android app, MyTime offers employees not only access to their schedules but also industry-leading empowerment tools for work-hour preferences and self-assessment.

Gamification Engage employees with badges and scorecards and reward top-performers.

Teams Enable a variety of team organizers to efficiently group, track and adapt schedules, as well as monitor employee status.

Software Development Kit (SDK) Teleopti WFM Cloud includes a powerful SDK platform for customized development and integration.

PRODUCT LEAFLET | SOLUTION SUMMARY 2

3PRODUCT LEAFLET | SOLUTION SUMMARY

CalendarLink – Share schedules; access them from anywhere Employees are able to view the latest schedule changes on preferred mobile devices and from third-party calendar services (e.g. iCal, MS Outlook) – anywhere, anytime. This not only eliminates tedious, manual notification-processes but also increases schedule adherence.

SMSLink – Schedule changes on the go, in real time Automated notifications of schedule changes, sent to employees via SMS, eliminates labor-intensive, manual processes. Proactive notifications bring improved schedule adherence!

Agent Schedule Messenger (ASM) – Keep track of and improve adherence Pop-up reminders and the messenger interface (for rapid, efficient communication between customer reps and team leaders) help employees not only keep track of their scheduled activities throughout the day but also drive service-level targets through improved schedule adherence.

Real-Time Adherence (RTA) – Detect and correct problems immediately Monitor employee status with customizable overviews – in real time. The RTA information, visible alongside schedules and employee 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.

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

Notify Package

Add-on Packages & Modules

PRODUCT LEAFLET | SOLUTION SUMMARY 4

Vacation Planner – Automated request handling brings reduction in administration

Save time and money with Vacation Planner, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Employees book absences autonomously via the MyTime portal/app and receive manual or automated approvals, denials or waitlist notifications, based on pre-defined business rules.

Shift Trader – Shift trading in no time while maintaining service-level requirements

Employees can trade shifts – with or without team leader/administrator intervention – while maintaining staffing-level requirements. Employees can view, evaluate and trade available shifts via the shift trade board in their MyTime employee portal/app – in no time at all.

Four self-service modules to engage and empower employees:

Lifestyle Package

Overtime Manager – Adapt faster with employee insight & influence Finding staff at short notice to meet resourcing requirements has never been easier. Employees can enter their overtime availability via the MyTime portal/app, creating a supplementary resource pool for planners when needed. Frontline staff are also able to see via self-service sidebars when overtime is likely available. They can then request to work the relevant overtime period with approval being automatic or manual.

Self-Scheduling – Freedom for employees, freedom to achieve more

Enable Frontline employees to independently move their lunches and breaks for the day itself or coming 7 days. Schedules are updated instantly once moves are made. Parameters set by management and automated staffing monitoring mean zero managerial intervention is required and there is no impact on customer service levels. Unleash the potential of your employees by removing stress & manual rigidity.

5PRODUCT LEAFLET | SOLUTION SUMMARY

BPO Exchange – Close the gap between your resourcing needs and employee availability To meet variable service demands while optimizing costs often requires external resources to be used to meet service level requirements. BPO Exchange allows employee requirements to be exported and available resources to be imported during planning and staffing phases. This provides a view of the total staffing situation, both in-house and BPO resources combined, and how much each contributes.

Payroll Integration – Save time and money Automating your payroll process may potentially eliminate costly payroll errors and wasting administrative time. Payroll

integrates with a wide range of payroll systems, transferring simple imports/exports of scheduled employee work hours and any deviations – absences, overtime or shifts allowances, and the like – to more complex exports that include advanced compensation calculations.

Performance Manager – Gain insights from advanced analyses A must-have for managers who need to quickly identify, evaluate and improve factors that impact operational performance. Performance Manager brings you advanced reporting and rapid access to Key Performance Indicators (KPIs), including organization-wide comparisons down to the individual level, including KPIs by employee and day etc.

6PRODUCT LEAFLET | SOLUTION SUMMARY

Training Planner – Take control of your training plan; save time, money and invaluable resources Plan, schedule and manage training with advanced automation – regardless of the size of your workforce. Service-level targets, employees, trainers and training room availability are all factored in to deliver optimal training schedules. Quickly and easily select individuals and groups, the training content, delivery details, trainers and dates.

Competence Manager – Optimize employee performance to transform business outcomes Employees that possess the right skills, knowledge and attributes can deliver exceptional results. Competence Manager shows you what “best” performance looks like by pinpointing the key skills of top performers - what they’re doing differently/better – and how to achieve it. The solution also 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