8x8 Contact Center

Overview

Customer experience is more than a moment. It’s a mindset – and investing to extend the CX mindset with every customer contact is critical to your business.

Success leads to customer satisfaction and growing revenues. Deliver market-leading CX with the proven reliability of the 8x8 cloud platform.

Omnichannel Routing

Enable optimal customer experiences by matching every customer with the best agent, over every channel, every time.

Features

• Skill-based routing
• Interactive Voice Response (IVR)
• Queued Callback
• Web Callback
• Inbound Chat, Email, Social Channels

Agent Productivity

Equip agents to manage every customer experience quickly, completely, optimally.

Features

• Knowledgebase
• Expert Connect
• Co-browse
• Predictive dialer

Supervisor Enablement

Make performance management a collaborative experience, with a common goal of improving the customer experience.

Features

• Barge, Monitor, Whisper
• Internal Chat for Agents and Supervisors
• Quality Management
• Voice and Screen Recording and Archiving

Analytics

Identify opportunities and problem areas to remove roadblocks to optimal customer journeys.

Features

• Historical and real time reports
• Customer Experience Analytics
• Speech Analytics

Integrations

Empower routing and management of every contact via immediate access to relevant applications.

Features

• Native CRM
• CRM Integration (Third Party)