8x8, Teleopti, Release Cloud-Based Virtual Contact Center and WFM Solution

8x8, Inc. a provider of cloud-based unified communications, contact center and collaboration solutions, has partnered with Teleopti, a workforce management (WFM) software for contact centers, to deliver the first 100 percent 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 centre staffing.

"The Virtual Contact Centre/Teleopti solution is a ground breaking 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 senior vice president, 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 centre 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 Centre/Teleopti WFM solution offers extensive, out of the box capabilities that enable call centres 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 centre or line of business manager to fully control all aspects of the customer experience without a dependency on IT," said David Phlman, president of Teleopti, said in a statement. "This gives companies the flexibility to enhance customer relationships while significantly reducing costs.

With the 8x8 Virtual Contact Centre and Teleopti solution, all of 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.

The companies said that the solution can:

- 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.

- Offer better service, significant savings. With Teleopti WFM capabilities, call centers can reduce staffing costs, up to 30 percent while ensuring that they are at fullest capacity at the busiest times. With 8x8's Virtual Contact Centre, 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 Centre.

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 centre 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.

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Posted April 23, 2014