Customer Support | Calabrio

Teleopti Service Desk

In need of customer support for your Teleopti workforce management software? We’re here to help.

easy access to support

Technical Support for Teleopti Workforce Management Software

As of February 3, 2020, all service requests for Teleopti WFM will be handled by Calabrio Support Services. To submit your support request, please go to the Calabrio Success Centre or to the support inquiry form.

FREQUENTLY ASKED QUESTIONS ABOUT THE UPDATED TELEOPTI CUSTOMER SUPPORT PROCESS

How Can I Submit a Support Ticket for my Teleopti Workforce Management Software?

As a Teleopti WFM user/customer, you’re still able to submit Support Tickets through the Teleopti Customer Centre. You can access the Customer Centre through the Teleopti WFM product or by visiting https://www.teleopti.com/customers/service-desk#. You can also email your support request to [email protected].

I'm a Teleopti partner. How can I submit a support request for one of my customers?

If you already handle Teleopti WFM support for customers (rather than them coming directly to Teleopti WFM Service Desk), then that will not change as that is a process handled by you. 

If you are the support point of contact for customers, but submit tickets to the Teleopti Service Desk, there are several options to submit support requests.

How Teleopti Partners Can Submit Support Requests for Customers:

          – Classification of case (A, B, C, D)
          – What is the Business Impact / How many users are affected?
          – Details of behaviour and how to recreate it, including 

    • Module 
    • Site
    • Team
    • Date range
    • Scenario
    • Etc.

          – Any relevant screenshots or data files
          – Any error message (if applicable)

Can I submit support requests on Calabrio.com or through the Calabrio Success Centre?

Right now, we do not recommend submitting support requests for Teleopti workforce management to the Calabrio Support Services team. 

We are currently in the process of merging our support processes and systems, but right now, submitting your support request on Calabrio.com or through the Calabrio Success Centre may increase the time it takes for us to respond as it will need to be routed to the Teleopti team.

The fastest way to get a response to your service request is to submit your request through the Teleopti Customer Centre or the Teleopti Partner Centre. You can also email: [email protected]

When will Teleopti and Calabrio offer combined support?

We are planning for Calabrio and Teleopti Support Services teams to be merged and operating on a single system by the end of February 2020. Our team is working hard to ensure that this transition process goes smoothly with minimal disruptions in your service.

FREQUENTLY ASKED QUESTIONS ABOUT THE UPDATED TELEOPTI CUSTOMER SUPPORT PROCESS

How can I submit a support ticket for my Calabrio Teleopti WFM software?

There are many ways that you can request support for your  Calabrio Teleopti WFM software. The best way is to log into the Calabrio Success Centre, as that will allow you to check the status of your support request, and to see previous service requests you have submitted to Calabrio. You can login or sign-up for the Calabrio Success Centre here.

You can also submit your support request on our Support Request page.

Can I reach the Teleopti Service Desk by phone?

To contact the Calabrio Customer Support for your Teleopti WFM product, please use the following numbers:

+46 8 568 950 10 (International)
+1 844-435-7936 (US)

What do the different Severity Levels mean?

As Teleopti Service Desk merges with Calabrio Support Services, the names for our Severity levels have changed to match Calabrio’s. 

Severity A will become Severity 1
Severity B will become Severity 2
Severity C will become Severity 3

To submit a Severity 1 or Severity 2 request, please login to the Calabrio Success Centre or  call +1 (844) 435-7936 (US)  +46 8 568 950 10 (Sweden) or +86 138 100 70 900 (China)

How do I register for the Calabrio Success Centre so I can submit a service request?

The Calabrio Success Centre is designed to have easy registration for current Teleopti customers and reseller partners who sign-up using their business email address. To register, go to https://success.calabrio.com/s/ and click on “Register.” Please use your business email address as that will help us expedite approval of your membership status.

Do I need to login to the Success Centre to submit a service request?

It is possible to submit a support case for Teleopti workforce management without registering or logging in, however, logging into the Calabrio Success Centre makes it possible to track the progress of your support request, as well as to see historical case details.

If you just need to submit a support request, or are having trouble logging into the Calabrio Success Centre, go to https://calabrio.com/uk/support-request/ to submit your request.

Can I still submit a service request by email?

Yes, it is still possible to submit a support request by email to calabriosupport @ calabrio.com. To ensure that the Service team has the information they need to handle your request quickly, however, we recommend submitting your request in the Calabrio Success Centre or by using the online form on https://calabrio.com/uk/support-request/

How can I view the status of existing and closed support cases?

Please log into the Calabrio Success Centre to check the status of support cases for your Teleopti workforce management software. You’ll be able to see the status of open cases, and check on Closed cases.

Need to see a Teleopti support request that you submitted before February 3, 2020? The Teleopti Service Desk was recently combined with the Calabrio Support team to ensure all cases are tracked in the same system. Teleopti Support Cases that were closed before February 3, 2020 are not accessible from the Calabrio Success Centre. 

If you need historical case information, submit a support request through the Calabrio Success Centre or on the Calabrio website.

How can I re-open a recently-closed case with Teleopti Support?

All open Teleopti support cases were transferred over to Calabrio’s service centre when the support teams were combined. If you had a support case that was recently closed and would like to reopen it, however, we can still access the details of that case.

Please submit a support request through the Calabrio Success Centre or online at https://calabrio.com/uk/support-request/ for help.

I'm a Teleopti partner. How can I submit a support request for one of my customers?

If you already handle Teleopti WFM support for customers (rather than them coming directly to Teleopti WFM Service Desk), then that will not change as that is a process handled by you. 

If you are the support point of contact for customers, but submit tickets to the Teleopti Service Desk, there are several options to submit support requests.

How Partners Can Submit Support Requests for Customers:

  • Login to the Calabrio Success Centre.
    This will allow you to view the status of the case and comment on it online.
  • Submit the Support Request form on the Calabrio website.
    Your request will be routed to the Support Services team, however, you will need to log into the Calabrio Success Centre to see the status of your request. You will still receive replies by email.
  • Email [email protected] with the following information:
    • Description *
    • Severity
    • Date/Time Incident Observed
    • Frequency of Issue
    • Number of Users/Agents Affected
    • Troubleshooting Steps Taken:
    • Service Product
    • Product Version:
    • End Customer First Name *
    • End Customer Last Name *
    • End Customer Company Name *
    • End Customer Preferred Contact *
    • End Customer Email *
    • End Customer Phone *
    • Preferred Working Region
    • Has the System Been Recently Updated?

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Your Satisfaction is Our KPI

On a personal level, we want you to leave every interaction with us thinking, “I’m glad we chose Calabrio. They get it.” But we know personal anecdotes aren’t enough. So we continually measure customer satisfaction with Calabrio Support Services and refine our offerings to align with your evolving expectations.

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Reliable & Responsive

Our certified support engineers have decades of cumulative contact centre application experience and receive consistently high marks for their technical ability and responsiveness.

Support When You Need It

To provide support for all time zones, Teleopti’s Service Desk is located in Beijing, Stockholm and Denver. Our Service Desk’s knowledge-sharing and experience, as well as our diverse language and cultural backgrounds, enable communicating and responding in the best possible way.

Resources to Keep You Up & Running

Looking for product documentation, end-user guides or other technical resources? Search our assets in the Teleopti Customer Centre and download what you need quickly.

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Contact our world-class technical support team through the Calabrio Success Centre

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