8×8 has partnered with Teleopti, which provides workforce management (WFM) software for contact centers, to deliver a joint, cloud-based, Virtual Contact Center and WFM solution.
The service uses 8×8 Virtual Contact Center’s call history data to drive Teleopti’s staffing models, enabling call centers to design a schedule that optimizes their staffing resources. Statistics from 8×8 are fed directly to Teleopti, and features include forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
“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 8×8 senior vice president of business development Huw Rees. “8×8 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.”
“By partnering with 8×8 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 Påhlman, president of Teleopti, Inc. “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 8×8 Virtual Contact Center at two levels: a base subscription which covers demand forecasting and scheduling of contact center staff and an advanced subscription that adds the Real-Time Adherence (RTA) feature set to the base feature set. RTA provides live visibility to agents being on the job as scheduled or not, and can be used in conjunction with automated break scheduling, to meet target service levels.
