8x8 and Teleopti have tightly integrated their solutions to provide a new service that uses 8x8 Virtual Contact Centre’s call history data to drive Teleopti’s staffing models, enabling call centres to quickly design a schedule that optimises 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 labour 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 centres 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 realise 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 Påhlman, President of Teleopti, Inc. “This gives companies the flexibility to enhance customer relationships while significantly reducing costs.”