Customer engagement company Verint has teamed up with a leading integrated cloud communications platform provider in a partnership aimed to bring integrated cloud workforce management applications and cloud contact centre to mid-market and enterprise businesses worldwide.
The partnership, between Verint and 8×8, an industry leader in UCaaS, will see customers benefit from a single source for best-in-class cloud-based contact centre solutions and deep integrations to Verint’s Workforce Management.
Dave Sipes, CEO 8×8, said: “Joining forces with Verint enables us to further expand our workforce management offerings with market-leading solutions.
“These integrations support our ‘operate-from-anywhere’ approach—enabling organisations with contact centers 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.”
Verint’s Dan Bodner, CEO, added: “The Verint Open Cloud Platform supports deep integrations and purpose-built solutions for businesses of all sizes.
“The integration gives 8×8 customers access to Verint’s innovative cloud applications that drive elevated customer and employee experiences.”
Helping to Organise Contact Centre Agents
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.
“As a retail organisation, we rely heavily on accurate real-time data,” said Martin Sessa, Director, Global Infrastructure & Operations at Urban Outfitters, Inc., a leading 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. “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 global leader in customer engagement, with offerings to enable businesses to engage more effectively with customers in the contact centre, branch, and back office.
8×8’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.
