Cicero Inc. and Teleopti announced a new partnership to bundle the Cicero Discovery Sensor Suite with Teleopti's front and back office WFM solution.
Cicero Discovery Sensor Suite consists of desktop sensors: Session, System, Activity, Business Data, and Business Process. These sensors allow companies to capture, store, and report activities and events across applications in order to measure and manage how people, processes, and technology work. Including these sensors in Teleopti's WFM technology will allow Teleopti customers to gain better operational visibility and identify areas for improvement. Teleopti customers and partners will be able to utilize the Cicero data to: Provide real time adherence; Identify process bottlenecks and target areas for automation; Measure idle time, time spent on certain tasks, and repetitive and manual tasks; Monitor and control for compliance issues and other business rules; Identify data entry issues and training deficiencies; Identify and achieve maximum potential for business processes; and measure application and network performance to identify areas of improvement. The Teleopti WFM solution drives improvements in customer service, employee satisfaction and operational excellence through multi-channel forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.