8x8 Unveils Next-Generation Capabilities for Global Contact Centers to Optimize Customer and Agent Experiences
08 March 2016 - 12:15AM
Business Wire
Latest Advancements for Virtual Contact
Center Combine Innovative Quality Management, Sophisticated
Customer Journey Analytics and Advanced CRM Integration
8x8, Inc. (NASDAQ:EGHT), the leading provider of Enterprise
Communications as a Service (ECaaS), today announced
next-generation capabilities for its Virtual Contact Center (VCC)
solution that enable enterprises of all sizes to better manage
their global contact centers, increasing agent productivity and
personalizing every customer interaction. With these new features
VCC is the industry’s only cloud-based contact center solution that
integrates a suite of innovative quality management capabilities,
delivers powerful analytics that monitor and improve the customer
journey, and provides a pre-built CRM integration tool that allows
contact center managers to configure and tailor the agent and
customer experience without requiring professional services.
“Success in the travel and hospitality industry is dependent on
building strong customer relationships and differentiating through
high levels of personalization and customer service,” said Greg
Meyer, Director of Systems Integration, iCruise. “With 8x8’s
Virtual Contact Center solution we are well positioned to do just
that. VCC has helped us track calls and sales success rates,
significantly increasing our revenue. With the new capabilities we
look forward to additional insights that further improve customer
experiences and agent performance."
New Capabilities Deliver Integrated Contact Center
Experiences
The new VCC capabilities, with general availability in June
2016, offer a high level of integration and flexibility that
enables even the smallest of contact centers to enjoy customer
experience and agent productivity benefits that were previously
available only to large contact centers at a much higher cost.
Quality Management: 8x8 is proud to offer a cloud-native
quality management solution built from the ground up as part of a
full contact center suite. The company’s quality management tools
are easy to use, and offer functionality typically reserved
exclusively for large call center environments. This solution can
now be deployed by and provide value to smaller groups within an
organization— such as sales teams and internal help desks— and
features a robust portfolio of monitoring capabilities for
high-touch interactions, including:
- Powerful multimedia timeline
interface: Contact center managers can now listen to voice
recordings, watch screen captures and jump from point to point
within a conversation with 8x8’s unique timeline approach to
interaction display
- Quick Search: Leverage powerful
search tools and an intuitive user interface to quickly find
specific interactions of concern, to provide the best coaching to
agents making them more productive
- Agent scorecards: Ensures
consistent agent reviews and scoring tailored to every business
with 8x8’s easy-to-use scoring form builder
Customer Journey Analytics: In addition to 8x8’s
revolutionary operational analytics unveiled last summer, the VCC
Customer Journey Analytics capabilities announced today offer a new
level of insight into customer experience and help contact center
managers make timely, critical changes enhancing every customer
interaction. The new analytics approach looks at contact center
performance from the customers’ perspective to see what they
actually experience when interacting with a company, providing
valuable insight for improved customer service.
Specifically, VCC Customer Journey Analytics:
- Helps contact center managers visually
understand the full customer lifecycle for a call from self-service
through agent interaction so they can identify and fix problems
that would otherwise be missed
- Provides insights into IVR performance
to help companies increase the accuracy of their call routing,
ensuring customers get the best agent for optimal customer service
experiences
- Drills down into specific customer call
experiences to identify and correct customer interaction
problems
CRM Integration: The VCC platform integrates a
sophisticated new capability, VCC EasyConfig – an out-of-the-box
integration tool that gives contact center managers’ direct control
over the agent experience at a level previously available only
through costly programming or professional services. In the
company’s initial deployment, 8x8 will partner with Salesforce.com
to offer an easy to use configuration tool that provides the most
screen view and workflow options available in the industry,
delivering increased agent efficiency and a highly personalized
customer experience. VCC EasyConfig gives contact center managers
the power to control the agent experience by:
- Identifying the right search criteria
to increase chances of getting a match with every interaction
- Delivering the right CRM page and data
to ensure the most efficient customer experience
- Logging the appropriate information in
the right place, automatically providing the most complete, useful
interaction history
Global Reach: 8x8 offers the broadest array of
communications solutions to ensure customers have a truly global
presence. Last May, 8x8 unveiled VCC Global, the first cloud-based
contact center solution that seamlessly connects an organization's
international agents over a single platform with integrated
presence, multi-lingual chat with automatic translation, call
routing, reporting and management. VCC Global is a highly
innovative ‘follow-the-sun’ solution that uses local connectivity
and natural language translation to provide personalized customer
experiences worldwide. With innovative features including Expert
Connect, customers empower agents to connect in real-time with any
subject matter expert, from anywhere around the world, and across
any department.
“8x8 is changing the way contact centers drive efficiency into
their business and re-defining the customer experience across the
full lifecycle,” said Darren Hakeman, SVP Product and Strategy at
8x8. “It is imperative that our customers remain competitive and
deliver the highest levels of service to their customers, and as
their business partner we are committed to pushing the envelope on
innovation to make this happen. 8x8 is the only company that offers
high-value, enhanced contact center capabilities on a single cloud
platform, ensuring our customers around the world have a unified
global contact center solution with state-of-the-art presence.”
For more details on the new VCC capabilities, read the
associated blog post.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure
and reliable enterprise cloud communications solutions to more than
40,000 businesses operating in over 100 countries across six
continents. 8x8's out-of-the-box cloud solutions replace
traditional on-premises PBX hardware and software-based systems
with a flexible and scalable Software as a Service (SaaS)
alternative, encompassing cloud business phone service, contact
center solutions, and conferencing. For additional information,
visit www.8x8.com, www.8x8.com/UK or connect with 8x8
on LinkedIn, Twitter, Google+ and Facebook.
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version on businesswire.com: http://www.businesswire.com/news/home/20160307005447/en/
8x8Media ContactsNeha Mirchandani,
669-256-5095neha.mirchandani@8x8.comorChad Torbin,
415-548-6536chad@speakeasystrategies.com
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