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Multi-Channel Management

Multi-media management includes phone, email, chat and voicemail and helps streamline contact center operations.

Universal Queue for Multiple Media

8x8 Virtual Contact Center services are built around a universal queue with skills-based routing of voice, voicemail, email and chat interactions. Agents can be assigned multiple skills with multiple skill levels for each skill. Multi-media management includes phone, email, chat and voicemail and helps streamline contact center operations. 8x8 Virtual Contact Center services are built around a universal queue with skills-based routing of voice, voicemail, email and chat interactions. Agents can be assigned multiple skills with multiple skill levels for each skill.

Queued Chat Sessions and Email

Most organizations are not equipped to manage the increase in customer chats and emails. With the 8x8 Virtual Contact Center you can manage service levels for email and chat and ensure that you are providing the service your customers deserve regardless of how they contacted you.

Queued Voicemail

8x8 Virtual Contact Center supports voicemail queues. These are associated with IVR script logic and waiting on-hold timeouts. Messages left in voicemail queues are associated with skills and priorities similar to any other interaction. As soon as there is an available agent with the appropriate skill and priority, the voicemail is pushed to the agent. Full contact center metrics are available for voicemail handling.

Key Benefits

  • Give your customers multiple ways to connect with you, by phone, email, and web chat
  • Manage service levels across media

 How It Looks

Multi-Media Management