Last week saw 8×8 and Verint announce a partnership that aims to deliver integrated cloud-based contact centre services and workforce management applications to medium and large enterprises worldwide. The integrated solution will leverage 8×8’s expertise in unified communications as a service (UCaaS) and contact centre as a service (CCaaS) with Verint’s workforce management solutions.
The Need for Better Workforce Optimisation Solutions
Talking about the need for integrated solutions such as this in the Contact Centre space, Ecosystm Principal Advisor for Enterprise Communications and Contact Centres, Audrey William, says, “With agents working from both their homes and the office, contact centres will be challenged with managing staffing requirements and scheduling. The key to delivering exceptional customer experience will be to have the right agent working on the right assignments, across the right channels. On top of that, contact centres have to manage shifts, flexible work hours and part-time agents working across multiple locations. This does not make workforce optmisation an easy task!”
“Driving better employee experience is a top priority for contact centres – and this will include investments in solutions that can alleviate stress for the agent. The industry continues to be challenged by agent attrition – the most common causes being work overload and stress. To provide a consistently good customer experience, contact centres have to listen better to their agents, understand their workloads better, show empathy, and monitor their emotional well-being A workforce optimisation solution will ensure that inbound enquiries are not impacted, and agents’ times are better utilised, through forecasting and better scheduling.”
Synergy between 8×8 and Verint
The single-vendor integrated communications and contact centre solution is anticipated to create better customer engagement and smoother remote operations by empowering employees and agents to plan, forecast and schedule contact centre activities and manage workloads through omnichannel routing.
William says, “8×8 has been establishing its presence in the unified communications and contact centre solutions space in Asia Pacific, particularly in small and medium enterprises (SMEs). Partnering with a market leader in workforce management such as Verint is a positive step. Verint’s strengths in gap analysis from historical data patterns and predicting will help 8×8’s customers to drive optimisation and accuracy in planning in the contact centre. This will have an impact on reducing overstaffing and overtime. Additionally, it will give agents greater control over their schedules and the flexibility to plan their shifts around their desired hours of work.”
“While 8×8 has its own workforce engagement solution, this partnership demonstrates how 8×8 is elevating its game and wants to offer its customers a more robust workforce management solution through Verint Monet and Verint Enterprise. This solution is also out of the box for 8×8’s customers without the need for professional services. That is a plus!”, says William.