When Basic Call Queues Aren’t Enough
Call queues, hunt groups, and basic routing are a great starting point, but they’re not enough when customer expectations are rising and the front line is responsible for more than just answering calls. This eBook explores how to move beyond basic call handling to deliver smarter, more seamless experiences across your organization.
Today’s Customer Experience Is Everyone’s Job
Customer experience no longer lives solely in the contact center. Every team, from billing to field service, plays a role in shaping the customer journey. But most teams still rely on tools that weren’t built for shared context or mobile work. This eBook shows how to give frontline and expert teams the visibility, flexibility, and insight they need to resolve customer issues without added complexity or confusion.
What’s Insidelink to this section
Why legacy systems fall short — Static queues and handoffs leave customers repeating themselves and employees guessing.
How mobile-first CX drives results — Context and collaboration tools improve speed, reduce frustration, and boost loyalty.
What a smarter frontline workspace looks like — A shared, mobile-ready interface where conversations and context live side by side.
How 8x8 Engage makes it possible — A single pane for visibility, performance, and resolution without replacing your existing UCaaS tools.