Whether you need cloud contact center software to build a virtual help desk, establish a remote contact center, or replace outdated call center technology, 8x8 is packed with enough call center features to meet all your communications requirements. Some of the most useful capabilities we have for both inbound and outbound contact centers are:
- Intelligent routing
- Predictive dialers (a more advanced calling solution than traditional power dialers)
- CRM integration
- Smart IVR menus
- Dedicated APIs
- Unified analytics capabilities
- Digital channels
Let’s look at these features in more detail.
Intelligent call routing ensures that the customer is routed to the right agent. This significantly speeds up call resolution, creating a more enjoyable customer experience.
There are many ways to set up intelligent routing with 8x8, taking into account different parameters like caller ID, the reason for reaching out to the company, etc. To learn more, reach out to our agents.
Predictive dialing is the latest evolution of the automatic dialer (which we’ve briefly touched upon earlier in this article). Again—an auto dialer is an outbound dialing system that contact centers use so agents don’t have to manually dial hundreds of phone numbers.
A predictive dialer makes multiple phone calls from a list of contacts at once, dropping calls that don’t get answered and routing calls to the next available agent. This means sales agents can spend their time actually talking to leads rather than dialing numbers and waiting for calls to be answered.
8x8 CRM is a native application embedded within the agent interface that consolidates all the necessary contact center tools and customer record data into a single, unified interface.
Dedicated CRM software like Salesforce can be easily integrated into the 8x8 system, giving you access to third-party metrics such as Salesforce Key Performance Indicators (KPIs) from within the 8x8 dashboard.
Smart IVR menus
With an IVR Creator that lets you build custom paths for your incoming calls, setting up interactive voice response menus with 8x8 can boost the efficiency of your agents. Between functionality smart features like number recognition and automatic callback options, your representatives’ time won’t be taken over by tedious or unnecessary calls.
One example of a smart feature offered by 8x8 is a secure payment processing tool contact centers can use to automate payment authorizations within their IVR structure. This feature—Secure Pay—allows callers to enter payment details using DTMF tones. This leads to a more streamlined experience for customers who want a self-service payment option.
Apart from pre-built integrations for popular CRM platforms like Salesforce, NetSuite, hosted Microsoft Dynamics, and Zendesk, 8x8 offers the chance to customize a range of integrations via APIs that allow you to configure the system to support the specific workflows of your organization.
Standard 8x8 APIs include:
- CRM API
- Reporting API
- Call Recording API
- Web Callback API
- Click-to-Dial API
- External IVR API
- Real-Time Statistics Reporting API
- Recording Control API
- Tenant Schedule API
- Streaming API
- Embedded Chat API
Unified analytics capabilities
As previously mentioned, 8x8 provides a range of advanced analytics capabilities that allow contact centers to leverage the data they gather from customer interactions across multiple channels.
Thanks to call recording and transcription, even speech analytics is made easy with a wealth of conversation data available. On top of being useful for quality management and training, call centers can use recordings to generate valuable insight into customer behavior and to forecast business trends.
From the 8x8 Admin Console, administrators have access to several useful analytics dashboards.
Listed below are some of the reports that most contact centers may find useful. All of these can be easily accessed from the Admin Console.
- Company Summary
- Extension Summary
- Call Detail Records
- Active Calls Report
- Call Quality Report
- Call Queue Report
- Device Status Report
8x8 Digital Channels is a solution that gives omnichannel contact centers the ability to offer customers the freedom to choose their preferred mode of communication. Agents can respond to incoming interactions from email, social media, instant messaging, SMS or texts, and more through a single unified interface.
Instead of having to navigate multiple programs, contact center agents can use Digital Channels to answer customer queries without ever having to leave the 8x8 dashboard, regardless of the communication channels they reached out from. What’s more, they can seamlessly track cross-channel customer journeys that might move between voice, video, webchat, and email.
As your contact center operation evolves, it’s easy to add or remove channels as and when needed.