Workforce Management Product and Market Report Reprint Reprinted for:

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1 Workforce Management Product and Market Report Reprint Reprinted for: DMG Consulting LLC

2 Table of Contents 1. Workforce Management Vendor Satisfaction Analysis Summary of Survey Findings and Analysis Teleopti i - DMG Consulting LLC

3 1. Workforce Management Vendor Satisfaction Analysis On an annual basis, DMG Consulting conducts independent customer satisfaction surveys to measure end-user satisfaction with vendors and their products, as well as their service, support, professional services, training and innovation. DMG conducts these analyses because they provide great insights into general market trends and end-user issues and concerns. DMG strongly recommends that prospects conduct their own satisfaction analysis by contacting at least 5 customers of their preferred vendor. This study evaluates the performance of the 6 vendors analyzed at a detailed level in the Workforce Management Product and Market Report: Calabrio, Interactive Intelligence, NICE/IEX, Noble, Teleopti and Verint. For each of these vendors, DMG obtained a completed survey from 3 customers. Since confidentiality is important to the survey participants and respected throughout our process, the names of references and the companies that they represent are not directly attributed to any of the comments or ratings contained in this Report. The research for DMG Consulting s customer satisfaction survey was conducted as follows: 1. The WFM vendors were asked to provide contact information for 5 customers who had agreed in advance to participate in the satisfaction survey. These references could not be the same ones provided in the prior year s WFM Report. 2. DMG Consulting sent the participating customers an with a link to a Web survey. The survey consisted of 11 questions, which fell into the following categories: 1. Customer background name of their WFM vendor, what activities and channels they were using their WFM vendor to support, primary reasons for selecting their vendor/product as their WFM solution, and top 3 5 benefits gained from using the WFM application 2. Product satisfaction detailed questions about 24 components of product satisfaction, including: ease of system configuration and set-up, ease of ongoing use and maintenance, ease of integration with third-party applications, user interface ease of use, ability to customize system to the client s needs, forecasting accuracy, scheduling features and effectiveness, intra-day management capabilities, real-time adherence features, agent DMG Consulting LLC

4 self-service features, ability to support agent preferences, ability to support complex and varied work rules, time-off management features and functionality, multi-channel forecasting and scheduling capabilities, ability to support blended channels, mobile capabilities, gamification capabilities, long-term planning capabilities, budgeting/cost management capabilities, ability to support recruiting/hiring management, timekeeping and payroll management features, back-office functionality, branch functionality, dashboards and reporting. 3. Vendor performance satisfaction with the vendor s performance in implementation, training, professional services, ongoing service and support, current product, product innovation, maintenance cost, responsiveness to product enhancement requests, vendor communication, pricing and ratings for the customer s overall vendor satisfaction level. 4. Open-ended questions the top 3 5 strengths and challenges of their WFM solution, what product enhancements they would like to see; and an open invitation for participants to express general thoughts about their experience with the vendor. A total of 18 customer responses (3 from each vendor) were received and analyzed. The vendor satisfaction ratings reported in this analysis were calculated by averaging the scores provided by customers for each vendor and category using the point scale illustrated in Figure 1. Figure 1: Customer Survey Rating Categories Satisfaction Rating Points Assigned Completely satisfied 5 Highly satisfied 4 Satisfied 3 Somewhat satisfied 2 Not satisfied 1 Source: DMG Consulting LLC, March DMG Consulting LLC

5 1.1 Summary of Survey Findings and Analysis The figures and analyses that follow represent the results of DMG Consulting s WFM customer satisfaction survey. All 6 of the vendors were included in last year s survey. This section of the analysis examines customer satisfaction ratings across the 11 major satisfaction categories in the survey. These include: product, implementation, training, professional services, ongoing service satisfaction with the vendor s performance in implementation, training, professional services, ongoing service and support, current product, product innovation, maintenance cost, responsiveness to product enhancement requests, vendor communication, pricing and ratings for the customer s overall vendor satisfaction level. As seen in Figure 2, a majority (42.4%) of satisfaction ratings across all vendors for the 11 major categories surveyed fell into the highly satisfied range (4.0 to 4.66). 37.9% of the average ratings fell into the satisfied range (3.0 to 3.66), 12.1% fell into the somewhat satisfied range (2.0 to 2.66), and 7.6% were completely satisfied (5.0). The average satisfaction rating for all 11 categories fell in the satisfied range, 3.33 to In terms of individual vendors, Teleopti had the most notable results, earning the top score in 8 categories. Teleopti achieved a perfect score, 5.0, for implementation, training, professional services, ongoing service and maintenance and current product. They also earned the top score (highly satisfied) for product innovation (4.66), responsiveness to product enhancement requests (4.66), vendor communication (4.66) and pricing (4.33). NICE and Teleopti were tied in first place for overall vendor satisfaction, each with scores of Verint came in first place for satisfaction with maintenance costs, earning a score of Survey participants were most satisfied with professional services, which earned the highest average score, 3.99, among the 11 categories measured. The top rank in this category, with a perfect score of 5.0, was earned by Teleopti. Verint came in second with 4.33 (highly satisfied). Two categories implementation and training earned an average score of 3.94 and were tied in second. Teleopti earned a perfect score in both categories. NICE achieved second place for training with a score of 4.33 and shared second place with Interactive Intelligence in implementation, each earning 4.0. Training was the category with the biggest range, In the prior year s survey, training was the fourth-ranked category. So while it appears as though the vendors have made progress with improving their training offerings, important disparities apparently remain among the participants. Third place resulted in a three-way tie between ongoing service and support, current product and product innovation; all three of these categories earned an average score of Teleopti earned the top spot in all three areas, scoring 5.0 for ongoing service and support and current product, and 4.66 for product innovation. Verint came in second for ongoing service and support and product innovation, earning scores of 4.0 and 4.33 respectively. A three-way tie ensued for DMG Consulting LLC

6 second place in current product, among Interactive Intelligence, NICE and Verint, each with a score of 4.0. Overall vendor satisfaction, with an average score of 3.72, was the fourth-highestranked category. NICE and Teleopti, each earning a score of 4.33, were tied in first, followed by Verint with 4.0. In fifth place with a score of 3.71 was vendor communication. Responsiveness to product enhancement requests was the sixthranked vendor category, earning an average score of In both of these categories, Teleopti and NICE earned first and second place with scores of 4.66 and 4.0, respectively. Maintenance costs earned an average score of 3.43, making it the seventh-rated vendor category. Verint earned the top rank, 4.33, followed by NICE, Noble and Teleopti, each with Survey participants were least satisfied with pricing; this category came in last place with an average score of Teleopti earned the top spot with a score of 4.33, followed by NICE and Verint, each with 4.0. Figure 2 shows the average customer satisfaction ratings by category for each of the 6 participating vendors DMG Consulting LLC

7 Figure 2: Average Satisfaction Ratings, by Category Implementation Training Professional Services Ongoing Service and Support Vendor Calabrio Interactive Intelligence NICE Noble Teleopti Verint Category Average Range Notes: 1. These scores do NOT represent the average of the other categories; this is a separate category where customers were asked to rate their overall satisfaction with all aspects of their vendor relationship. Source: DMG Consulting LLC, March 2015 Current Product Product Innovation Maintenance Cost Responsiveness to Product Enhancement Requests Vendor Communication Pricing Overall Vendor Satisfaction DMG Consulting LLC

8 2. Teleopti Company Overview Founded in 1992, Teleopti is a privately held company headquartered in Stockholm, Sweden. Teleopti is a best-of-breed provider of contact center, backoffice, and retail workforce management (WFM) solutions. The company s 146 employees are located in 15 offices around the globe, including the US (3), UK, Norway, Finland, Germany, France, Spain, Russia, China (2), Brazil, Dubai and Malaysia. Teleopti s workforce management strategy is to provide WFM solutions with superior technology, based on customer needs, which are easy to implement and use. Teleopti sells primarily indirectly through a large international reseller partner network. Their sweet spot is contact centers with complex business and work rules with 100 3,000 seats. Teleopti WFM is offered as a premise-based solution, in the cloud (hosted by partners or Teleopti and partners) or as a managed service. Solution Overview Teleopti WFM is a stand-alone solution that supports multi-channel, multi-skill contact centers, back offices and branch environments. Teleopti WFM, version 8.1, was released in September Core capabilities include forecasting and scheduling, intra-day management, agent self-service, long-term planning, reporting and elearning/meeting management. Optional modules are: real-time adherence, time-off management, dashboards, workspace allocation, payroll management and Performance Manager, a flexible OLAP-based BI reporting environment for creating custom reports and dashboards. Customizable dashboards include a variety of user-definable visual elements, including numerical data/tables, charts, maps and gauges. Forecasting is based on historical call volume patterns and trends for month of year, week of month, day of week, average handle time (AHT) and after-call work (ACW). Users can modify this data to correct for non-typical periods. Agent staffing requirements for the forecasted period are calculated based on service level targets, minimum/maximum occupancy thresholds, efficiency, minimum/maximum and expected shrinkage. Forecast volumes or other input parameters can be modified within the forecast by manually changing the calculated values, pasting new values from a spreadsheet, or via the modify selection tool, which allows users to adjust historical date values, seasonality factors, trends, shrinkages, etc.). Agent schedules are based on volume forecasts, user-defined shift parameters/restrictions and work rules. The scheduling module supports highly flexible work rules to meet diverse global requirements such as union environments, monthly or annualized shifts, layered scheduling, team scheduling to accommodate transportation, fairness, and planned prayer breaks. Schedules can be optimized for business requirements, agent preferences or a combination of the two. Supervisor interfaces and the agent self-service portal are Web-based and mobile-enabled. Teleopti also offers MyTeam, a tablet enabled team-leader tool that allows team-leaders to monitor their agents while walking the floor DMG Consulting LLC

9 Multi-channel WFM Intra-day management Real-time adherence Agent engagement and empowerment Long term planning Teleopti WFM supports forecasting and scheduling for inbound, outbound and blended phone, , chat, fax, back-office and retail branches. The solution utilizes custom algorithms for each channel that it supports. To address the needs of multi-channel contact centers, a separate forecast is created for each channel. A resource allocation algorithm automatically balances the resources across multiple channels in real-time, taking individual agent skills and skill proficiencies into account. Expected service levels for each skill are updated in real-time. System users build and customize their own intra-day-dashboards by defining the data and data formats of real-time and historical interval data for forecasted, actual and re-forecasted values for contact volumes, AHT, service level, staffing requirements and occupancy. Based on the trend and level of deviation from actuals over the past intervals, the system generates a projection for the remaining intervals. Users then have the option to re-forecast and re-optimize schedules for the remaining daily intervals. Users can also define thresholds for understaffing/overstaffing that trigger color-coded alerts in the intra-day module. The alert can be used to kick-off a workflow that notifies agents of overtime availability and/or schedule changes resulting from the re-optimization, including the cancellation of any non-essential activities. Real-time adherence views in the intra-day module compare actual ACD agent state and duration to scheduled activities. Out-of-adherence conditions are highlighted based on user-defined thresholds. Agents are notified of their adherence status and are alerted to upcoming activity changes via the agent portal. The Shift Editor, which is accessible from the Real-Time Adherence view, allows supervisors to edit agent activities, if required. MyTime, a Web-based portal, provides agents with information about their schedule and their team s schedule, and allows them to manage their personal schedule preferences. This portal also allows agents to view their personal adherence, productivity and effectiveness performance reports, as well as any badges earned. (In September 2014, Teleopti released a new gamification feature that allows agents to earn badges and recognition by achieving threshold-based performance objectives.) Within the portal, agents can also initiate shift trades, request time off, and sign up for voluntary overtime or early departure. Requests can be approved automatically according to client-defined business rules, or submitted to the Resource Planner for manual review. Agent interfaces are also mobile-enabled. CalendarLink allows agents to synchronize their personal and work calendar and access their updated schedule from their preferred calendar application on any device, as well as receive short message service (SMS) messages with schedule updates. Long-term staffing forecasts are created based on historical demand volumes and patterns. The long-term forecast also takes into account existing staff levels and capacity mix (contract, outsourced, overtime), AHT, seasonality and employee attrition rates. Users can make adjustments to historical volumes to reflect anticipated changes, and/or compare multiple what if scenarios to determine optimal future staffing requirements. Additionally, long-term forecasting can be DMG Consulting LLC

10 Futures Other planning/ management modules Back-office WFM used to generate a high-level hiring plan that factors in costs, historical attrition rates and overtime requirements. Teleopti Payroll Export is an application programming interface (API) designed to facilitate integrations to third-party payroll systems to automate timekeeping, time-off accruals and payroll administration. Teleopti has already integrated with 70 payroll systems, including ADP, Paychex, SAP and Bluegarden. Training Planner provides the ability to identify agent skill gaps and schedule planned training and coaching sessions based on schedules, service-level targets and training room availability. Teleopti offers SeatPlanner, a workspace allocation application, via a partner, VoiceCodes. This application is designed to help planners calculate the number of seats needed on a short and long-term basis. The back-office forecasting algorithm uses capacity requirement models to predict expected demand based on historical contact volumes and the existing backlog. Forecast inputs include number of tasks, average handle time and service level. Service levels for tasks can range from minutes to days. The system is designed to schedule the appropriate number of resources to meet the demand for each individual work type, as well as overall demand. Monitoring of real-time adherence and performance of back-office staff is performed using desktop analytics software. Teleopti s desktop analytics monitors agent adherence on an application level. Teleopti s next release, version 8.2, is planned for March Expected enhancements include: Desktop analytics ability to capture, store and report desktop activities and events across applications to improve management of non-voice activities Shift trade board ability for agents to post shifts that they want to trade on a community board and find available trades using intelligent search criteria SMS notifications ability to send text messages to any agent or group of agents directly from Teleopti WFM without having to go through an external messaging system alerts for schedule changes ability to send real-time alerts to agents about near-term schedule shift changes such as not working to working, working to not working, and start or end time changes Leaderboards (gamification) display of agent performance-based achievements and peer rank DMG Consulting LLC

11 About Teleopti Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest best-of-breed vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability through optimized, automated forecasting and flexible scheduling with cutting edge features to empower and engage agents. Founded in 1992, Swedish-established Teleopti has customers in over 75 countries, numerous offices around the world from Beijing to São Paolo and a comprehensive global network of partners. With a record of continuous net profitability for over 20 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner. Find out more: About DMG Consulting LLC DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. This reprint is excerpted from the Workforce Management Product and Market Report, which was released in March 2015 with the permission of DMG Consulting LLC. More information about this Report and DMG Consulting is available at DMG Consulting LLC

12 2015 DMG Consulting LLC. All rights reserved. This Report is protected by United States copyright law. The reproduction, transmission or distribution of this Report in whole or in part in any form or medium without express written permission of DMG Consulting LLC is strictly prohibited. You may not alter or remove any copyright, trademark or other notice from this Report. This Report contains data, materials, information and analysis that is proprietary to and the confidential information of DMG Consulting LLC and is provided for solely to purchasers of this Report for their internal use. THIS REPORT AND ANY DATA, MATERIALS, INFORMATION AND ANALYSIS CONTAINED HEREIN MAY NOT BE DISCLOSED TO OR USED BY ANY OTHER PERSON OR ENTITY WITHOUT THE EXPRESS PRIOR WRITTEN CONSENT OF DMG CONSULTING LLC. Substantial effort went into verifying and validating the accuracy of the information contained within this Report, however, DMG Consulting LLC disclaims all warranties as to the accuracy or completeness of this information. DMG Consulting LLC shall not be liable for any errors or omissions in the information contained herein or for any losses or damages arising from use hereof