8x8 Partners with Teleopti to Deliver First, 100% Cloud-Based Virtual Contact Center & Integrated Workforce Management Solution
March 18 2014 - 8:16AM
Business Wire
8x8’s Cloud Mashup Provides Organizations
Access to Best of Breed Offerings That Deliver Out of the Box
Functionality, Cost Savings and Control, While Improving the
Customer Experience
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.”
With the 8x8 Virtual Contact Center and Teleopti solution, all
of the data integration is fully defined and pre-configured out of
the box, providing the following benefits:
- Fast and easy deployment. Since
data synchronization has already been done, it’s fast and easy to
use 8x8’s call history data to drive the Teleopti staffing model.
Systems are typically deployed within three weeks.
- Build a quality staffing model.
Because 8x8’s contact history is used to build the staffing model,
Teleopti can develop a staffing model that understands reality to
maximize its value.
- Better service, significant
savings. With Teleopti WFM capabilities, call centers can
reduce staffing costs, up to 30%, while ensuring that they are at
fullest capacity at the busiest times. With 8x8’s Virtual Contact
Center, each customer interaction is more efficient, significantly
reducing staffing demands.
- Manage interactions across all
channels. Other integrations between Workforce Management and
Contact Center systems can only manage phone interactions.
- Give agents more control over their
schedules. Teleopti’s scheduling tools allow agents to trade
and manage shifts using self-service applications; supervisors can
focus on more critical matters.
- Integrate with payroll systems to
fully automate paycheck processing. Teleopti provides
integrations to ADP and other payroll systems to enable a fully
automated payroll process based on agent status information in
8x8's Virtual Contact Center.
The Teleopti WFM solution is offered as an add-on subscription
to 8x8 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 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. The RTA feature in conjunction with automated
break scheduling contributes significantly to meeting target
service levels with the optimum amount of staff.
The 8x8 Virtual Contact Center solution allows organizations to
quickly take advantage of best of breed technology without
deploying complicated, expensive on premise hardware and software
that requires significant IT support. Virtual Contact Center is
highly reliable and secure, offering compliance with many data
security standards including FISMA, HIPAA, HITECH, PCI, DSS and
CPNI. 8x8's unique redundant platform architecture allows for media
servers to be hosted in different regions around the world to give
every caller a regional telephone connection while providing
centralized access to the system for a single point of reporting,
management and control for all customer interactions.
The 8x8 Virtual Contact Center with Teleopti Workforce
Management solution is available today. More information about the
product offering is available at 1-888-898-8733 or by visiting
8x8.com/CallCenter/Features/Teleopti.aspx.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and
reliable cloud-based unified
communications and virtual contact center solutions to
more than 36,000 small, midsize and distributed enterprise
organizations operating in over 40 countries across six continents.
8x8's out-of-the-box cloud solutions replace traditional on-premise
PBX hardware and software-based systems with a flexible and
scalable Software as a Service (SaaS) alternative, encompassing
cloud business phone service, contact center solutions, and web
conferencing. For additional information,
visit www.8x8.com, or www.8x8.com/UK or connect with
8x8
on Google+, Facebook, LinkedIn and Twitter.
About Teleopti
Teleopti, a top-five global WFM vendor operating in 70+
countries, is used by many Fortune 500 companies and offers the
industry’s most flexible, adaptable, sophisticated and easy to use
WFM solution available today. We help our highly satisfied
customers automate and optimize their scheduling to save costs and
improve customer service. For more information, please visit
www.teleopti.com or connect with Teleopti on Facebook, LinkedIn and
Twitter.
8x8Tim Polakowski,
669-200-6638tim.polakowski@8x8.comwww.8x8.comorTeleoptiDavid
Påhlman, President, 646-580-4897david.pahlman@teleopti.comCamilla
Arneving, Head of Marketing, +46 (0) 722 22 81
04camilla.arneving@teleopti.comwww.teleopti.com
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