After nearly two years of research, design, and testing, 8x8 is proud to introduce its new Agent Workspace, winner of the Best of Enterprise Connect Best Innovation in Customer Experience award.

8x8 Agent Workspace is an intuitive, design-led interface that transforms the contact center agent role by delivering a tailored experience that uniquely blends contact center (CC) and unified communications (UC) capabilities in a single application. Leveraging universally familiar and user-friendly digital and consumer design principles, it provides powerful contact queuing and handling features that enhance productivity and personalize both agent and customer engagement. As part of 8x8 Contact Center, 8x8 Agent Workspace provides streamlined, automated workflows that present agents with what they need, when they need it.

Key Agent Workspace capabilities

  • Universally familiar, friendly, and intuitive design that is simple to use out of the box
  • Browser-based support for remote and hybrid work environments
  • Unique design elements that significantly reduce cognitive load and maximize efficiency
  • Automated workflows that present agents with only what they need, when they need it
  • Streamlined navigation that saves time and prevents user error
  • Single pane of glass that presents context across channels for faster, personalized CX
  • Journey-focused handling for more seamless experiences across channels
  • Configurable, role-based interface for simplified supervisor/admin control
  • Integration-friendly approach supports unified presentation of multiple CRM/data sources

A single pane of glass maximizes agent efficiency

Many contact center solutions fail to connect all interaction types, presenting the agent with a complex, cluttered, and confusing desktop to address customer issues. In addition to a highly frustrating user experience, fractured views of the customer journey inevitably result in less-than-satisfactory customer experiences.

8x8 eliminates this challenge by providing a single, cohesive environment to handle all channels and customer data. 8x8 Agent Workspace goes way beyond screen pops and integration of CRM data. Developed using universally familiar, user-friendly design patterns, 8x8 Agent Workspace is completely web-based and simple to use out of the box, offering a single pane of glass in which to present context across channels.

In addition, this micro frontend design approach offers a configurable, integration-friendly interface with adaptive workflows to maximize agent efficiency. Quick access to native collaboration tools (8x8 Work) from within the agent interface makes 8x8 Agent Workspace the perfect solution for remote/hybrid work environments.

Beyond integration-friendly for more tailored agent and customer experiences

A powerful, integration-friendly and highly configurable backend supported by an elegant micro frontend, results in a superior agent experience that never goes out of style. This purposeful design approach means that contact center managers and supervisors can configure 8x8 Agent Workspace to support innovation, as well as changing roles and customer expectations.

The UI goes “beyond CRM” integrations to provide more than screen pops; it scales to support ever-evolving third-party tools. This empowers agents with a single pane of glass in which to manage interactions and deliver powerful customer experiences.

Ideal for remote and hybrid work environments

8x8 Agent Workspace is also the ultimate solution for remote and hybrid work. Its intuitive interface is based on universal design principles, so agents can start using it immediately, just like they would use any other modern, digital interface. And unlike other standalone contact center providers, 8x8 Agent Workspace integrates native collaboration tools for faster cross-company collaboration and customer issue resolution.

Additionally, agents using Microsoft Teams have access to 8x8 Contact Center for Microsoft Teams, which is certified by Microsoft. 8x8 Contact is also a Google Chrome Enterprise Recommended (CER) solution.

The only collaborative contact center with a 99.999% uptime SLA across UC and CC

8x8 Agent Workspace is reimagining the contact center agent console from the backend to the frontend. As a key feature of 8x8 Contact Center—built on the 8x8 platform—8x8 Agent Workspace effectively breaks down communication silos across the organization and unites employee and customer engagement.

In addition to the contact center, 8x8 offers cloud-native, fully integrated voice, team chat, video meetings, and CPaaS embeddable API capabilities. With an industry-first, platform-wide 99.999% uptime SLA covering both UC and CC, 8x8 provides the reliability, security, and scalability required to support mission critical communications for world-class organizations.

Check out this look at Agent Workspace or read what industry analysts are saying about the solution here.