8x8, a provider of cloud contact center, unified communications and collaboration solutions, and KnoahSoft, a workforce optimization (WFO) solutions provider 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 multichannel 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, in a statement. “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.’
8x8 Virtual Contact Center and KnoahSoft Harmony function as a single SaaS instance helping enhance agent efficiency. The solution gives supervisors the data collected on customer interactions to help improve agent performance and reduce agent churn by enabling a collaborative environment through messaging, monitoring, e-learning and coaching modules.
Harmony allows organizations to improve agent performance, the customer experience and operational excellence by making it easy to collect and access customer interaction intelligence. It also quickly identifies and addresses customer experience and operational issues, improves identified deficiencies with targeted coaching and training across all channels in a PCI-compliant, services-oriented, open reporting framework.
8x8’s Virtual Contact Center is a multichannel (voice, email, fax and Web chat) solution that supports blended, inbound and outbound activities and on-demand scalability, which allows users to scale up or down based on business need. The 8x8 solution is highly redundant, reliable and secure, offering compliance with many data security standards including FISMA, HIPAA, HITECH, PCI, DSS and CPNI. 8x8's unique 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.
“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, KnoahSoft, in a statement. “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.”