Digital Channels
8x8 Digital Channels allows contact centers to deliver customer service on their channel of choice to meet and exceed CX goals.
Drive customer satisfaction with 8x8
Deliver consistency across channels
Ensure continuity across all voice and digital channels, handled from a single solution.
Streamline every interaction
Handle all interactions through a single pane of glass with intuitive workflows for all your channels.
Capture valuable insights
Holistic reporting across all channels delivers a single source of truth.
Improve CX through a simplified agent experience.
Reduce cognitive load by providing a digital channel experience in a single pane of glass with an easy-to-use interface.
- Deliver a frictionless experience as you meet customers where they are today.
- Minimize agent training times with a single, intuitive interface to handle all voice and digital channels.
Capture rich context.
Easily personalize the customer journey across channels by providing agents with access to customer data via Agent Workspace.
- Obtain greater customer insights into the cross-channel customer experience.
- Drive customer loyalty by personalizing and simplifying interactions.
Experiment with and easily add new channels.
Mitigate risk by easily adding or removing digital channels from your environment to find the best fit for consumer demands.
- Proactively communicate customer insights like sentiment, preferences, and quality to key stakeholders to stay on pace with expectations.
- Quickly and easily add new and emerging digital channels to your contact center.
Notify customers on channels with 98% open rates.
Create compelling one-to-many outbound messaging campaigns via SMS and WhatsApp. Easily customize content to ensure it not only stands out but also effectively drives engagement.
- Send personalized offers and sales promotions
- Share product updates and announcements
- Keep customers informed with notifications, reminders and updates
One system of engagement for all channels
- Support for pre-built and custom workflows
- Integrated CRM routing
- Dynamic email queues can be configured to support time-based processing, skill-based assignment, and priority routing
Chat
- Offer customizable and proactive chat on your website
- Handle up to six concurrent chat sessions at a given time
- Real-time translation available in over 20 languages
- Validate and pre-authorize customers to securely receive support
- Send attachments like videos, pictures, and files
SMS
- One-way and two-way SMS messaging
- Bulk messaging available for campaigns and high volume communications
- Send knowledge base articles links via SMS
- Inbound follow-up to outbound campaigns
Social Media
- Facebook and X (formerly Twitter) direct messages
- Collect customer data automatically using easy scripting tools
- Assign rules and logic to route social media interactions to the best possible agent
- Two-way messaging (customer-initiated)
- Conversation history immediately available to agent
- Rich media capabilities including document sharing, location mapping, QR codes
- Flexible APIs to customize workflows
- Transaction codes
Co-browse
- Secure co-browse solution with flexible control modes
- No installation required for your customers
- Engage in co-browse sessions via chat or voice interactions
Video Elevation
- Allow customers to instantly share video with agents during phone interactions
- No app required —customer clicks the link and a browser camera opens instantly
- Agents can troubleshoot customer problems visually, all while staying on the same call
- Take screenshots, capture location data, or switch camera views (with the customers permission)
Related Features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions
Speech Analytics
Valuable insights for your call center
Workforce Engagement Management
Simple scheduling and forecasting for optimum results