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8×8 Launches Contact Centre at Customer Contact Week

5 months ago by Lucy Cinder

8×8 Launches Contact Centre at Customer Contact Week

Unified Communications

8×8, one of the leading providers of cloud-based communication solutions, recently announced the arrival of a new complete contact centre solution. Announced for Customer Contact Week 2019, the exciting new offering aims to support more than 1 million users worldwide who already rely on 8×8 technology. The 8×8 Contact Centre will give customers access to various capabilities provided through a single platform. That means that it will be easier to access cloud PBX offerings, messaging, and video in the same space.

The company was keen to showcase its new offering at the Customer Contact Week event in the Mirage Las Vegas. 8×8 also demonstrated various new products intended to reduce customer friction and increase contact resolution across the X Series and 8×8 Contact Centre offering.

What to Expect from the 8×8 Contact Centre

The 8×8 Contact Centre is a complete solution for standalone customer service support, including IVR, ACD, omnichannel dialers, reporting, and customer journey analytics. Other features include speech analytics, quality management, surveys, and a knowledge base, all provided within a single unified platform. The Contact Centre from 8×8 is the only CCaaS product available on the market to provide a bank of minutes for each agent providing a range of savings opportunities.

Additionally, 8×8 is giving its customers options  to use their own PBX or access the 8×8 UCaaS offering with a selection of pre-built CRM integrations that extend the functionality of the platform and provide single sign-on and central administration features. The tool is backed by guaranteed voice quality and 99.99% uptime.

Other Demonstrations at Customer Contact Week

Some of the other solutions that 8×8 brought to Customer Contact Week included:

  • 8×8 Expert finder: Simplifies the process of finding subject matter experts to get answers on the more difficult questions sent by today’s customers, by improving collaboration and time to resolution. Expert Finder also links the benefits of the 8×8 Team Messaging and AI solution to rank rooms based on previous interactions. Both inside and outside the organisation, Expert finder can offer better connections, integrating with over 24 third-party messaging platforms, including Cisco Webex Teams and Slack
  • 8×8 customer journey analytics: Offering an in-depth insight into the various customer touchpoints available today through a single unified interface. This provides a clear understanding of every step in the customer journey, which may help or hurt customer sentiment
  • 8×8 Smart IVR: This enhances the customer experience through the use of AI-supported self-service capabilities and improves the visibility and depth of IVR usage with the use of automated speech recognition and natural language processing features. The 8×8 IVR also provides a UI for creating call flows and comes with pre-set prompts

According to the VP of Product Marketing for 8×8 Contact Centre, Janice Rapp, 8×8 has a thriving and extensive history in offering contact centre services. The Contact Centre solution now provided by 8×8 gives customers a way to expand their functionalities via video, messaging, and more on a single, enhanced platform.

source uctoday

Industry: Unified Communications

 
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