Netflix taps Teleopti for customer service operations

Netflix, a provider of online entertainment and streaming services, has selected Workforce Management (WFM) suite from Teleopti to increase the flexibility of staff planning and support complex, global customer service operations.
NetFlix subscriber growthNetflix has 139 million memberships in over 190 countries. The California-based internet entertainment service Netflix has embarked on a new journey toward customer service planning in the cloud.

The revenue of Netflix rose 35 percent to $16 billion in 2018. It nearly doubled its operating profits to $1.6 billion.

Average paid memberships of Netflix rose 26 percent, while ASP grew 3 percent year over year. Q4 operating margin dipped to 5.2 percent vs. 7.5 percent prior year due to so many titles launching in the quarter.

Netflix added 8.8 million paid memberships — 1.5 million in the US and 7.3 million internationally.

Netflix will use Teleopti’s dynamic WFM solution to support, schedule and empower more than 5,700 customer representatives at contact centers across the globe.

Fred Senerchia, global head of Workforce Management at Netflix, said: “As we expand our footprint and grow our team of multi-skilled frontline representatives, it’s imperative that we have a workforce management software that solves for the complexity of forecasting and scheduling agents across several different regions, time zones and languages.”

Netflix has selected Teleopti’s cloud-based Advanced WFM package providing features to meet key areas of need, including real-time monitoring and adaptivity, intuitive employee engagement tools and the ability to quickly scale up operations to meet business growth.

Alongside a fully-supported deployment and post-implementation training to ensure WFM success, Netflix will have access to a test environment to continue optimization within their own realm of data.

David Pahlman, president of Teleopti North America, said: “Our WFM technology enables enterprises like Netflix to handle large-scale, complex operations while maintaining ease of use and adaptability.”

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