8x8 and KnoahSoft Partner on Cloud-Based Contact Center Quality Management Solution
8x8, a provider of cloud contact center, unified communications, and collaboration solutions, and KnoahSoft, a workforce optimization (WFO) solutions provider, have forged a partnership to deliver a bundled, cloud-based contact center solution. The new offering combines KnoahSoft's enterprise-level interaction recording quality management, coaching, learning, and analytics functionality with 8x8's multichannel customer interaction management capabilities.
8x8 Virtual Contact Center and KnoahSoft Harmony function as a single SaaS instance. The solution gives supervisors the data collected on customer interactions to help improve agent performance and reduce agent churn by enabling a collaborative environment through messaging, monitoring, e-learning, and coaching modules.
Harmony allows organizations to collect and access customer interaction intelligence, identify and address customer experience and operational issues, and improve identified deficiencies with targeted coaching and training across all channels in a PCI-compliant, services-oriented, open reporting framework.
With this product, users can do the following:
- Select and record specific interactions between agents and customers;
- Manage the monitoring and review of recordings;
- Push recommended training to agents to help them improve based on issues identified by the software; and
- Monitor both voice recordings and screen captures to provide a complete picture of what an agent is doing at a given time.
"8x8 and KnoahSoft have created a cloud-based solution for optimizing the efficiency of call center agents in single instance within 8x8's industry-leading call center solution," said 8x8 Senior Vice President of Business Development Huw Rees, in a statement. "This integrated cloud solution was developed to help organizations improve their customer relationships by making it easy to find agents who are not interacting well with customers and to improve these relationships. We are pleased to partner with KnoahSoft to deliver this compelling solution to market."
"This completely cloud-based integration between a contact center provider and a quality management solution enables us to deliver on our promise to make it easy for organizations to provide the best possible service to their customers," said Subhash Kothuru, senior vice president of sales and marketing at KnoahSoft, in a statement. "The integration of 8x8's Virtual Contact Center with KnoahSoft Harmony means contact centers can rest assured that their staff has the tools and confidence they need to properly coach, train, and motivate their personnel."
8x8 has previously partnered with and integrated its VCC software into products from Teleopti and Zendesk.
The Contact Center Revolution
While the benefits of the cloud are obvious, figuring out the logistics is less clear.