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
ORLANDO, Fla.--(BUSINESS WIRE)--
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.
8x8
Tim Polakowski, 669-200-6638
tim.polakowski@8x8.com
www.8x8.com
or
Teleopti
David
Påhlman, President, 646-580-4897
david.pahlman@teleopti.com
Camilla
Arneving, Head of Marketing, +46 (0) 722 22 81 04
camilla.arneving@teleopti.com
www.teleopti.com
Source: 8x8
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