8x8 Contact Centre Solution

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8x8 Contact Centre is a complete, reliable, and secure solution that helps businesses boost engagement, collaboration, and the operational effectiveness required for customer success.

Built on the 8x8 eXperience Communications as a Service (XCaaS) platform, 8x8 Contact Centre makes it easy for businesses to connect and collaborate with individuals working inside and outside of the organisation. 8x8 is the only communications provider to appear in both the Gartner UCaaS Magic Quadrant and CCaaS Magic Quadrant and therefore is the only provider to offer you industry leading unified communications and contact centre in a single solution.

Having separate contact centre and unified communications solutions makes sharing data between the systems difficult and inefficient, it also makes billing of the solutions complicated and costly.

Journey orchestration

Omnichannel Automatic Contact Distributor (ACD)

• Route every contact to the best possible agent in your contact centre
• Drive higher first-contact resolution with skills-based routing
• Easily and quickly modify routing flows without IT support

Intelligent IVR & VA

• Provide intelligent self-service options in your contact centre using NLU/NLP, machine learning, and voice biometrics
• Design frictionless experiences with visual drag-and-drop flow designer
• Take control of the customer journey with highly customisable conversational AI for voice and chat Interactions

Digital Channels

• Support digital-first customers via email, chat, social, SMS, and messaging apps
• Simplify the agent experience within the intuitive, seamless handling of all interactions from a single pane of glass
• Ensure continuity across all digital channels with automated, adaptive workflows
• Holistic reporting across all channels delivers a simplified, single source of truth for your contact centre.

Auto Dialer

• Preview, progressive, and predictive for faster handling of campaign lists
• Improve utilisation of agent time in your contact centre
• Achieve higher connection rates Native CRM & CRM Integrations
• Consolidate applications and customer data with 8x8 Native CRM
• Integrate out-of-the-box with Salesforce, Zendesk, and +20 more
• Build other integrations with 8x8 Dynamic Integration Framework

Hybrid-era tools to maximise performance

8x8 Contact Centre keeps you connected to your customers from anywhere, at any time. Making changes is easy. And with an industry-first, financially backed 99.999% SLA across contact centre and business communications, your contact centre will continue to operate without interruption.

Deliver consistent, exceptional customer experiences

• Provide agents with an intuitive, design-led interface that streamlines all customer interactions
• Equip supervisors with interaction analytics to identify areas of opportunity and improvement
• Maximise coaching impact with targeted quality management and workflows
• Ensure metrics are met using robust reporting and analytics

Foster a culture of connectedness

• Allow agents to work from anywhere
• Facilitate collaboration between agents and experts
• Use fully integrated QM & interaction analytics, allowing supervisors to monitor teams in real time
• Provide targeted coaching and escalate to video interactions to increase employee engagement

Meet rigorous security requirements and trust system reliability

• Maintain security, compliances, and data privacy
• Minimise risks and adhere to industry regulations
• High availability platform and built-in geo-redundancy to ensure operations through a disruptive event
• Minimise risks and adhere to industry regulations

Reporting & Analytics

Contact Centre Analytics

• Comprehensive data for better contact centre performance
• Proactively identify root cause concerns
• Customise reports, dashboards, and metrics

Customer Experience Analytics

• View every step of the customer journey
• Reveal patterns and trends
• Boost customer loyalty by rectifying sources of dissatisfaction

Customer Survey

• Gather unbiased feedback from customers immediately following an interaction.
• Easily associate customer insights with their corresponding agent for better context.
• Share valuable customer feedback with agents for improved communication.
• Grow your agents’ skills more efficiently with customer feedback dashboards.

Workforce Engagement Management (WEM)

Quality Management

• Evaluate interactions for any channel
• Tag agents for coaching notification
• Share best practices

Interaction Analytics

• Analyse all interactions and highlight those needing attention
• Empower contact centre managers with actionable insights
• Flag opportunities for improvement
• Identify role-model interactions and share for training purposes

Workforce Management

• Align staffing needs to match demand
• Minimise effort needed to manage teams
• Improve operational efficiency and eliminate time
• consuming, manual adjustments

Collaboration

Video Meetings

• Coach your remote/hybrid agents and/or entire team with a built-in, seamless video meeting solution
• Meet as a team to build unity
• Use with innovative QM and Interaction Analytics for maximum coaching impact

1:1 and Team Messaging

• Support agent interactions with peers, supervisors, and teams
• Enable immediate access to experts
• Share information throughout the company with a virtual water cooler

Platform

XCaaS Security & Reliability

• Benefit from industry’s first financially-backed 99.999% platform-wide SLA
• Enhance security and compliance through one system of engagement
• Meet compliance objectives with secure payment processing
• Address +20 security certifications and regulations, including
• PCI DSS Level 1, GDPR, and HIPAA

Contact Centre Partnerships & Certifications

• Certified Contact Centre for Microsoft Teams
• Google Chrome Enterprise Recommended Solution