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TheStreet Open House

8x8 And KnoahSoft Partner To Deliver Out-of-the-Box, Cloud-Based Contact Center Quality Management Solution

8x8, Inc. (NASDAQ:EGHT), a provider of cloud contact center, unified communications and collaboration solutions, and KnoahSoft, a workforce optimization (WFO) solutions provider, today announced 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 market leading multi-channel customer interaction management capabilities to help users better optimize call center staff performance. With this product, users can:

  • Select and record specific interactions between agents and customers
  • Manage the monitoring and review of recordings to allow organizations to get the best value from their agents
  • Push recommended training to agents to help them improve based on issues identified by the software
  • Monitor both voice recordings and screen interaction captures to provide the most 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. “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. “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.”

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