8×8 and KnoahSoft have announced a partnership to deliver a bundled cloud-based contact cente solution. The new offering combines KnoahSoft’s enterprise-level interaction recording, quality management, coaching, learning, and analytics functionality with 8×8’s multi-channel customer interaction management capabilities to help users better optimise call centre staff performance. With this product, users can:
-Select and record specific interactions between agents and customers
-Manage the monitoring and review of recordings to allow organisations to get the best value from their agents
-Push recommended training to agents to help them improve based on issues identified by the software
-Monitor both voice recordings and screen interaction captures to provide the most complete picture of what an agent is doing at a given time
“8×8 and KnoahSoft have created a cloud-based solution for optimising the efficiency of call centre agents in single instance within 8×8’s industry leading call centre solution,” said 8×8 Senior Vice President of Business Development Huw Rees. “This integrated cloud solution was developed to help organisations 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 centre provider and a quality management solution enables us to deliver on our promise to make it easy for organisations to provide the best possible service to their customers,” said Subhash Kothuru, Senior Vice President of Sales and Marketing at KnoahSoft. “The integration of 8×8’s Virtual Contact Centre with KnoahSoft Harmony means contact centres can rest assured that their staff have the tools and confidence they need to properly coach, train and motivate their personnel.”
8×8 Virtual Contact Centre 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.