Verint® Systems Inc., The Customer Engagement Company™, and 8×8, Inc., an integrated cloud communications platform provider, announces a partnership to bring integrated cloud workforce management applications and cloud contact centre to mid-market and enterprise businesses worldwide.
“As a retail organisation, we rely heavily on accurate real-time data,” said Martin Sessa, Director, Global Infrastructure & Operations at Urban Outfitters, Inc., a lifestyle products and services company which operates a portfolio of global consumer brands comprised of the Anthropologie, BHLDN, Free People, FP Movement, Terrain, Urban Outfitters, Nuuly and Menus & Venues brands.
Customer and workforce engagement
“With 8×8 and Verint now integrated, Urban Outfitters’ Information Technology team can continue to provide to our Contact Centre Management team the best experience to manage employees and the intra-day information that results in the highest quality customer experience.”
Verint is a recognised pioneer in customer engagement, with offerings to enable organisations and empower their teams to engage more effectively with customers in the contact centre, branch, and back office. 8×8 is a pioneer in the Unified Communications as a Service (UCaaS) and Contact-Centre-as-a-Service (CCaaS) sectors.
Customer engagement operations
The company’s cloud communications and contact centre solution integrates business communications
The company’s cloud communications and contact centre solution integrates business communications, collaboration, customer and workforce engagement, omnichannel routing and analytics to deliver superior employee and customer experiences.
Through this partnership, 8×8 Contact Center customers will benefit from a single source for best-in-class cloud-based contact centre solutions and deep integrations to Verint’s Workforce Management. Tight synchronisation of historical and real-time interaction data and agent information from 8×8 Contact Centre with Verint Monet or Verint Enterprise comes out of the box without the need for professional services, allowing organisations to optimise customer engagement operations by making it even easier to plan, forecast, and schedule contact centre agent workloads.
Contact centre solution
“Joining forces with Verint enables us to further expand our workforce management offerings with market-leading solutions,” says Dave Sipes, CEO 8×8. “These integrations support our ‘operate-from-anywhere’ approach—enabling organisations with contact centres of all sizes as well as those looking for a single-vendor integrated communications and contact centre solution to easily collaborate and connect agents, employees and customers.”
“The Verint Open Cloud Platform supports deep integrations and purpose-built solutions for businesses of all sizes,” says Verint’s Dan Bodner, CEO. “The integration gives 8×8 customers access to Verint’s innovative cloud applications that drive elevated customer and employee experiences.”