First Came Routing, Next Comes Workforce Management: Cloud Contact Center Vendors are Expanding Their Portfolios

By Lisa Durant
On May 12, 2014
Monday, May 12, 2014

Cloud-only contact center vendors are moving to bundle and sell cloud workforce optimization (WFO) solutions with their routing solutions in order to provide cohesive contact center suites for the small and mid-sized business (SMB) market. In the past couple of weeks, both 8x8, Inc., and inContact announced their intent to offer a more unified cloud contact center and WFO solution for mid-sized contact centers. 

Last week, cloud contact center and collaboration solutions provider 8x8, Inc. announced its partnership with WFO solutions provider KnoahSoft. Together, they will offer a bundled contact center and WFO solution that operates as a single SaaS instance. The solution will include recording, quality management, monitoring, and coaching capabilities along with multi-channel routing for mid-sized contact centers.

Cloud contact center provider inContact also announced that it has acquired WFO provider CallCopy, Inc., which provided its products under the name “Uptivity.” inContact will create a two-tiered offering: it will tightly integrate Uptivity’s WFO capabilities with its routing platform to create a cloud WFO solution for its SMB customers while continuing to offer its Verint-powered WFO solution to enterprise customers. inContact’s new WFO offering will include speech and desktop analytics, quality and performance management, audio and screen recording, security/compliance, and survey capabilities.

Small and mid-sized contact centers have been receiving a lot of attention so far this year; it seems that everyone is starting to realize that size is not necessarily indicative of contact center complexity. Small and mid-sized contact centers now have two new solutions to consider.

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