8x8 Partners with Teleopti to Deliver First, 100% Cloud-Based Virtual
Contact Center and Integrated Workforce Management Solution
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
Enterprise Connect 2014
ORLANDO, Fla. -- March 18, 2014
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
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
andperformance 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
“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
*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
*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
*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
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-basedunified communicationsandvirtual 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, visitwww.8x8.com,or
www.8x8.com/UKor connect with 8x8 onGoogle+,Facebook,LinkedInandTwitter.
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.
Tim Polakowski, 669-200-6638
David Påhlman, President, 646-580-4897
Camilla Arneving, Head of Marketing, +46(0) 722 22 81 04
Press spacebar to pause and continue. Press esc to stop.