Enterprise Connect 2014 - 8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based unified communications, contact center and collaboration solutions, today announced it has partnered with Teleopti, the global leader in Workforce Management (WFM) software for contact centers, to deliver the first 100% cloud-based, best of breed 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 quickly design a schedule that optimizes their staffing resources. Once the system is in use, up to the minute statistics from 8x8 are fed to Teleopti, giving contact managers unprecedented flexibility to ensure they are running at top efficiency. This integration can even be extended directly into payroll systems to further reduce the labor required to manage contact center staffing.
“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 Sr. Vice President of Business Development Huw Rees. “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 drives improvements in customer service, employee satisfaction and operational excellence through forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management. The new bundled Virtual Contact Center/Teleopti WFM solution offers extensive, out of the box capabilities that enable call centers to immediately begin improving performance, reducing cost and increasing profitability.“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 Påhlman, President of Teleopti, Inc. “This gives companies the flexibility to enhance customer relationships while significantly reducing costs.”