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See Our Complete Contact Center Solutions for:
Call Center
Customer Communications Management
8x8 offers a 100% hosted call center software solution to improve your customer communications. With all call center features available through a web browser, there is no need to purchase, configure and maintain specialized software and hardware components. All functionalities are quickly deployed using VoIP and traditional telephony technologies to meet the changing requirements of your business.
Benefits:
- No custom software
- No expensive hardware
- Low monthly fees
- Rich features
- Quick deployment
8x8 Call Center Solution
Improve quality of customer service
Callers are routed to the right queue based on the criteria entered via the IVR function. 8x8 gives you the ability to adjust routing parameters by using data from your CRM system, such as account numbers and zip codes, to ensure that all callers receive the level of care they deserve. For example, your VIP customers might be placed at the head of the call queue and handled with a higher priority than other callers. Once callers enter the appropriate queue, the next available call center representative with the highest skill to handle the inquiry answers the phone. The ability to connect callers with the right resource in a timely fashion helps your organization enhance call center effectiveness and improve the quality of customer service.
Increase productivity quickly
The award-winning graphical user interface (GUI) makes it easy for your call center agents to learn and use functionalities of the solution and rapidly reach high productivity levels.
8x8’s Jumpstart training will get your call center up and running and your team fully trained in a matter of hours. Following the training, agents have access to features that improve quality of customer service and contribute to the first-call problem resolution. Online training guides are available to agents and supervisors at any time for a quick refresher course.
Integrate with leading CRM solutions
8x8 provides out-of-the-box integration with Salesforce.com, a leader in hosted CRM solutions, and with NetSuite, the leading on-demand ERP provider. Plus, 8x8 can integrate with any solution you have, on-demand or on-premise. As a result, your call center agents have a complete view of the customer interaction history and are able to address customer inquiries knowledgeably.
Your call center is now a contact center
While telephony remains a popular channel for customers to reach companies, email and web chat are not far behind. A robust customer communications solution should provide you with full-featured multi-media interaction capabilities (that’s why it is no longer just a call center but a contact center) so you can connect with customers and prospects in a variety of ways.
While 8x8 is a great call center solution, it also offers email and web chat capabilities that can help you reach and be reached by your customers in the way that’s right for them.
Help Desk
Complete Contact Center for Help Desks
The 8x8 Complete Contact Center for Help Desk manages all components of the internal support processes, thereby improving the quality of client interactions, and optimizing the operations of the Help Desk.
Benefits:
- Manage your Service Levels consistently – across telephony, email, chat and voicemail channels (multi-media management) – allowing your customers to have the best possible experience
- Ensure that your Help Desk customers are routed to the best person who can answer their questions with skills-based routing
- Provide your Help Desk staff with information and tools to respond to inquiries in an efficient manner, such as FAQ Knowledgebase and Case Management system
- Help Desk supervisors gain instant insight into staff performance and customer experience with real-time monitoring and reporting, voice recording and logging, and historical and ad hoc reporting features
- Intuitive Graphical User Interface and simple-to-use features allow Help Desk staff to learn the application quickly and become productive in a short period of time
You will...
- Achieve and exceed service levels
- Increase customer satisfaction
- Increase Help Desk productivity and performance
- Decrease deployment, training and adoption times
Business Continuity and Disaster Recovery
Is your Contact Center ready?
Maintaining the continuity of direct access to your business is mission critical. This places your customer contact centers high on the priority of any disaster recovery plan to continue or to restart operations in the event of a natural or human-caused disaster.
Access disruptions can be costly and extended outages are devastating to your organization. The bottom line is that when your business is unavailable, it costs your company money and customers as well as long-term brand equity.
Business Continuity Assurance
The 8x8 Business Continuity Assurance is a disaster recovery service. Designed specifically for contact centers, Business Continuity Assurance helps companies prepare for unexpected outages by provisioning in our data center a duplicate of your current IVR, contact center call flow and call processing operations. This provides your organization with an affordable and easy-to-implement solution for business continuity and disaster recovery that is available on-demand, whenever you may need it.
Meeting your disaster preparedness and recovery requirements with the Complete Contact Center
There are five critical factors to address when setting up a disaster recovery plan for your business-critical contact center needs:
- Duplicating your current operations without any hardware or software
- Operation failover made fast and easy
- Secure, reliable operations
- Affordable disaster preparedness solutions
- Meeting the Sarbanes Oxley (SOX) requirements
Duplicating your current operations with the Business Continuity Assurance service
8x8 offers a disaster recovery service designed to help companies prepare for unexpected outages by provisioning a duplicate of your contact center operations and hosting it offsite.
Contact Center operation failover made fast and easy
The ability to begin processing calls with the Business Continuity Assurance service is both fast and transparent to your customers. Your customers call the same number and speak to the same agents, minimizing the impact to both your customers and your business.
Reliable Contact Center for business continuity
The Business Continuity Assurance service allows your company to avoid costly business interruptions by providing a reliable 100% web-based foundation for your contact center so your clients can reach you in the time of need.
The first affordable Contact Center disaster recovery solution
No other solution can give you the peace of mind at a minimal cost that the Business Continuity Assurance service offers. The 8x8 contact center Business Continuity Assurance service provides robust call center functionality delivered 100% as a Software as a Service (SaaS), 8x8 requires no expensive hardware or software, no telecom equipment and no up-front capital expenditures.
Meeting the compliance requirements for business continuity
The disaster recovery requirements and regulations continue to undergo significant changes with Sarbanes Oxley (SOX).
Home/Remote Agents
Home Agents
As companies strive to provide top-notch “follow the sun” service to their customers while lowering the operational costs, they turn to the Home Agent model and hosted call and contact center technology.
The Home Agent call center model allows your business to:
- Recruit experienced and loyal agents
- Provide around the clock flexible customer service
- Save on the real estate and operating costs of maintaining a brick-and-mortar call center
- Improve customer interactions by taking advantage of expanded and better educated labor pool
With the 8x8 Complete Contact Center your business can reap the full benefits of the Home Agent approach.
Agents anywhere
Your agents and supervisors can be located anywhere in the country and be just as productive as if they were all working in the same room. With the 8x8 Complete Contact Center your call center home agents require only a browser, an Internet connection and any phone - wireline, mobile or VoIP – to attend to your clients.
Connect to your customers quickly
Focus on recruiting and training your agents instead of call center implementation and deployment. With 8x8, your home agents are up and running in less than a week. And our award-winning GUI makes it easy for them to learn and use the application.
Skip the infrastructure headaches
With 8x8 there is no need for specialized hardware or software to be installed at the agent’s home. From your agents’ perspective, the process of using the 8x8 Complete Contact Center is as easy as 1-2-3: turn the computer on, log into the application, start taking/making customer calls. From your business' perspective, you just avoided the headache of building and managing a piece-meal infrastructure for your distributed contact center.
Cradle-to-grave monitoring and reporting
Are you afraid that your call center supervisors won’t be able to effectively manage the home agent workforce? Don’t be – the 8x8 solution gives supervisors access to critical call center metrics in real time. Call reporting, monitoring, service level management, historical reports and more are all available on-demand. |
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