8x8, a provider of cloud-based unified communications, contact center, and collaboration solutions, has partnered with Teleopti, a provider of workforce management (WFM) software for contact centers, to deliver a cloud-based, Virtual Contact Center and Workforce Management solution.
8x8 and Teleopti have tightly integrated their solutions to provide a new service that uses 8x8 Virtual Contact Center's call history data to drive Teleopti's staffing models, enabling call centers to design schedules that optimize their staffing resources. Once the system is in use, up-to-the-minute statistics from 8x8 are fed to Teleopti. This integration can even be extended directly into payroll systems.
"The Virtual Contact Center/Teleopti solution is a groundbreaking integration purpose-built to take full advantage of the cloud to help call centers deliver a new level of service to their customers in a very efficient and expedient manner," said 8x8 senior vice president of business development Huw Rees, in a statement. "8x8 and Teleopti did all of the heavy lifting up front so that customers could quickly realize the value of this powerful, turnkey contact center solution."
The Teleopti WFM solution provides forecasting, scheduling, preference and request handling, communication, intraday management, reporting and& performance management.
"By partnering with 8x8 to provide a full cloud-based experience, we are able to empower the contact center or line of business manager to fully control all aspects of the customer experience without a dependency on IT," said David Pahlman, president of Teleopti, in a statement. "This gives companies the flexibility to enhance customer relationships while significantly reducing costs."
The Teleopti WFM solution is offered as an add-on subscription to 8x8 Virtual Contact Center at two levels: a base subscription that covers demand forecasting and scheduling of contact center staff and an advanced subscription that adds Real-Time Adherence to the base feature set. The advanced Real-Time Adherence (RTA) feature provides live visibility to agents being on the job as scheduled or not.