8x8 Contact Center vs Teleopti WFM

• Cleaner workspace with organization and efficiency at the forefront of our associates day.
• Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
• Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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• Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
• Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
• User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
• The installation and onboarding process was pretty smooth considering other launches we've had.

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• It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
• Possibility of hearing the channel through audio before answering the call

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• Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
• I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.

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• SLA Validation - we are able to provide analytics to support our SLA claim.
• Uptime - we have not experienced an outage in the 3 years we have been using the software.
• Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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• It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
• Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
• We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.

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