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8x8 Introduces New Capabilities for Contact Centers to Deliver Enhanced Customer Experiences8x8, Inc. (NASDAQ:EGHT), the world's first Communications Cloud provider, today announced new and enhanced capabilities for the 8x8 Virtual Contact Center® (VCC) solution, which will enable global midmarket and enterprise companies to better understand and respond to customer pain points, and also encourage closer collaboration among contact center agents and supervisors to improve the overall customer experience. 8x8 (News - Alert) is meeting these business needs by introducing new Customer Experience Analytics and Post Call Survey features, as well as launching the next version of the 8x8 Quality Management™ solution. "One of the promises of the cloud is democratization, high-end features for all, not just for the very large contact centers that can afford expensive customization," said Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics. "The new capabilities being announced by 8x8 highlight the increasing sophistication in customer experience applications that contact center customers expect from Contact Center as a Service (CCaaS) vendors." The new 8x8 Virtual Contact Center capabilities, now available in the U.S. and U.K., bring enhanced reporting, and collaborative performance management capabilities to the solution. By providing greater visibility into customer satisfaction, net promoter score and first call resolution, these features will allow midmarket and enterprise companies to identify potential issues more rapidly and respond more proactively thereby delivering improved customer engagement. The new 8x8 Virtual Contact Center capabilities include:
Customer Experience Analytics and Post Call Survey
As a 2017 SIIA CODiE Awards Finalist for Best Customer Service Solution, the latest version of 8x8 Quality Management delivers next-generation collaborative performance management, encouraging collaboration among agents and supervisors to handle increasingly complex customer interactions. "Studies show that contact centers that collaborate perform much better than contact centers where agents operate in silos," said Matt McGinnis, Vice President of Product Marketing at 8x8. "8x8 is responding to this industry trend by offering an updated, innovative and collaborative quality management solution to our customers, enabling them to always provide the highest level of service to their customers." New 8x8 Quality Management features include:
Customer Experience Analytics and Post Call Survey are available as a part of the 8x8 Virtual Contact Center Standard, Pro and Ultimate service plans. 8x8 Quality Management 3.5 is available as a part of the 8x8 Virtual Contact Center Ultimate service plan. To learn more about the benefits of Virtual Contact Center, visit the product page.
8x8 Contact Center Portfolio
About 8x8, Inc. This press release includes links to content published by third parties. 8x8 was not involved in the preparation of this content and has not independently verified its accuracy. 8x8®, 8x8 Virtual Contact Center®, 8x8 Quality Management™, 8x8 ContactNow™ and 8x8 Communications Cloud™ are trademarks of 8x8, Inc.
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