What's Happening?
8x8, Inc., a global business communications platform provider, has announced the integration of Workforce Management (WFM) as a standard feature in its Contact Center platform. This new capability allows organizations to forecast, schedule, and staff
across various communication channels without additional costs. The integration aims to simplify workforce planning by eliminating the need for separate applications and professional services, thus reducing complexity and cost. The feature is designed to enhance agent engagement by allowing them to manage their schedules directly, thereby improving transparency and satisfaction. The rollout of this feature is set to begin in mid-November, offering a seamless solution for small and midsize contact centers to improve service quality and operational efficiency.
Why It's Important?
The integration of WFM into 8x8's Contact Center platform is significant as it addresses the growing complexity of workforce planning in the digital age. As customer interactions expand beyond traditional voice channels to include chat, email, and social media, the need for accurate staffing forecasts becomes critical. By providing WFM as a built-in feature, 8x8 enables contact centers to operate more efficiently and meet higher customer expectations without incurring additional costs. This move is particularly beneficial for small and midsize contact centers that often rely on outdated spreadsheet-driven scheduling practices. The integration also positions 8x8 as a leader in the industry by offering a comprehensive, all-in-one solution that enhances customer experience and operational excellence.
What's Next?
As the rollout of the integrated WFM feature begins in mid-November, contact centers are expected to adopt the new capability quickly due to its ease of deployment and configuration. Organizations may explore the advanced, add-on packages offered by 8x8 as their scale and complexity increase. The integration of AI at every layer of the 8x8 platform is likely to empower customer experience and IT leaders with enhanced performance insights and control. This development could lead to a shift in how contact centers approach workforce management, potentially influencing other providers to offer similar integrated solutions.
