8x8, Inc. (NASDAQ:EGHT), a provider of cloud
contact center, unified communications and collaboration solutions,
and KnoahSoft, a workforce optimization (WFO) solutions provider, today
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 market leading multi-channel
customer interaction management capabilities to help users better
optimize call center staff performance. With this product, users can:
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Select and record specific interactions between agents and customers
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Manage the monitoring and review of recordings to allow organizations
to get the best value from their agents
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Push recommended training to agents to help them improve based on
issues identified by the software
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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. “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. We are pleased to partner
with KnoahSoft to deliver this compelling solution to market.”
“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 at KnoahSoft. “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.”
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, quickly identify and address
customer experience and operational issues, improve 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 multi-channel (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.
To learn more about the 8x8 Virtual Contact Center and KnoahSoft
integration, visit: http://www.8x8.com/CallCenter/Features/KnoahSoft.aspx.
About 8x8, Inc:
8x8, Inc. (NASDAQ:EGHT) is a provider of cloud-based unified
communications and collaboration (UCC) solutions to small and medium
businesses and mid-market and distributed enterprises. The company
delivers a broad suite of UCC services to in-office and mobile devices
spanning cloud business phone service, virtual meeting, cloud
contact center software and virtual desktop through our proprietary
unified software as a service, or SaaS, platform. For additional
information, visit www.8x8.com, or
connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.
About KnoahSoft:
KnoahSoft offers workforce optimization solutions that give contact
centers enterprise-level interaction recording; quality, performance and
workforce management; and analytics functionality at an affordable
price. The Harmony™ suite is a secure web-based platform that is
seamlessly integrated from end to end to give users the ultimate in
flexibility, scalability and ease of use. With the invaluable insight
into multi-channel interactions gleaned from Harmony™, users can
increase productivity, enhance customer satisfaction, improve workflow
and ensure compliance. Learn more at www.knoahsoft.com.
Copyright Business Wire 2014