business operations and technology functions. Voila! OpsTel Services was born. A combination of two
words— Operational and Intelligence—OpsTel was founded with a singular focus on improving contact
center efficiencies and enabling synergies between technology and operations to enhance the
customer experience.
A major breakthrough for the company was their custom operational intelligence tool developed for a
major
U.S. healthcare provider with a large- scale contact center operation. The multifaceted tool
included not only OpsTel’s foundational operational intelligence but also an automation capability
that would take the operations to the next level. OpsTel created a tool that enabled the client to
automatically provision managed contact center
agent profiles across their solution stack through an integrated user portal system. This was seven
years ago when OpsTel went live with 150 agent profiles and had less than ten user administrators.
Fast forward to today, OpsTel now looks into 13,000 employee profiles and has over 1,000
administrators utilizing their application to manage the entire enterprise.
Harnessing Every Bit of Performance
With a sharp focus on software asset management, profile identity
provisioning, and proactive skills management, OpsTel has developed a powerful contact center
solution suite. It integrates with the administrative functions and manages different environments
to improve data handling along with highly visual, automated measures and metrics. “In the wake
of the ever-changing trends and introduction of newer technologies in the contact center industry,
the operations teams require to adapt quickly. Organizations may have the best-in-class intelligent
call routing technology, however, transforming obsolete versions of their workforce management
solution diminishes the
benefits of these technologies,” reveals Prinke, co-founder and CIO, OpsTel. While a highly siloed
data environment adds to the complexities in managing and administering data, contact centers need
to adapt and be flexible to address newer technologies and the associated integrations.
“Our tools and services provide an integrated view of performance metrics specific to an individual
and his job responsibility,” explains Prinke. OpsTel’s solutions are built from the ground up to
enable agile operations. “Our application- agnostic solution enables high levels of integration
across systems in our client’s contact center environment, regardless of whether it is cloud-based
or on- premise,” he adds.
The Power of Operational Intelligence
OpsTel’s contact center suite of offerings comprises three modular solutions:
SPEED, VIEW, and PLUS. SPEED is
the skills configuration management solution that provides a broad, top- down view of employees’
profiles across the enterprise with an added feature
to handle unplanned and unforeseen events in contact center operations. It allows scheduling both
future and temporary changes in the agent state,
which auto-revert to the original state when scheduled time expires. Through a single interface,
SPEED supercharges the operations staff’s ability to react quickly to service level fluctuations.
The solution optimizes the way operational staff painstakingly searches for the last percentages of
stranded capacity. It leverages automation techniques that
reduce the possibility of human error and speeds up decision-making on the fly.
When it comes to diagnostics, extracting and validating different employee profile data residing on
a client’s existing point solution
applications that enable agents to take calls is time-consuming. OpsTel’s VIEW is a profile
diagnostic, validation, and auditing solution that can be hosted
on cloud or on-premise. VIEW allows clients to see what they may have missed in the past with
auditing capabilities that provide diagnostic information in 10 minutes or less! It analyzes
profile, skill configuration, reporting data,
and hierarchical and organizational information in the environment to ensure all identity profiles
are accurate, licensed, and compliant. In the case of an anomaly in reporting data, the solution
prompts users to take the necessary action and maintain compliance. Clients have the benefit of an
offline, non- intrusive way to view the environment. They can leverage OpsTel’s automated auditing
system to detect mistakes and make corrections while also identifying possibilities for saving
money.
At OpsTel we pride ourselves in providing our clients what they need from our tools to drive
important business decisions
Tony DeGaetano
Co-Founder and CEO