What's Happening?
8x8, Inc. has announced the integration of Workforce Management (WFM) as a standard feature in its contact center solutions, available at no additional cost. This move aims to simplify staffing processes and improve service quality by eliminating the need
for separate applications and professional services. The new WFM capability allows contact centers to forecast, schedule, and manage staffing across various communication channels, enhancing agent engagement and operational efficiency. The feature will begin rolling out in mid-November, providing contact centers with real-time visibility and agility.
Why It's Important?
The integration of WFM into 8x8's contact center platform addresses the growing complexity of workforce planning in an era of expanding digital interactions. By offering WFM as a built-in feature, 8x8 reduces costs and simplifies operations for contact centers, enabling them to respond quickly to dynamic staffing needs. This development is particularly beneficial for small and midsize contact centers, which often struggle with traditional, spreadsheet-driven scheduling methods. The enhanced capability supports better customer experiences and operational excellence, positioning 8x8 as a leader in the contact center technology market.
What's Next?
8x8's new WFM feature is expected to be fully integrated into its contact center platform by mid-November. As the rollout progresses, contact centers will likely evaluate the impact of the new capability on their operations and customer service outcomes. The industry may see increased adoption of integrated WFM solutions, prompting other providers to offer similar features. 8x8's approach could set a precedent for simplifying workforce management in contact centers, influencing future technology developments and market trends.
