VoIP Call Center Solutions

Invest in VoIP call center solutions and deliver supercharged CX that drives customer loyalty

female-contact-center-agent-using-voip-call-center-solutions.png

VoIP Call Center Solutions

Invest in VoIP call center solutions and deliver supercharged CX that drives customer loyalty

female-contact-center-agent-using-voip-call-center-solutions.png

VoIP Call Center Solutions

Invest in VoIP call center solutions and deliver supercharged CX that drives customer loyalty

female-contact-center-agent-using-voip-call-center-solutions.png

VoIP Call Center Solutions

Invest in VoIP call center solutions and deliver supercharged CX that drives customer loyalty

female-contact-center-agent-using-voip-call-center-solutions.png

Over the last few years, Voice over Internet Protocol (VoIP) improved and, in many areas, even outright replaced the world’s traditional telecommunications infrastructure. So it really shouldn’t be surprising that call center solutions evolved along with it.

VoIP call center solutions use an internet connection to help users streamline their customer support operations, save money, and take advantage of the latest digital communications technology.

Over the last few years, Voice over Internet Protocol (VoIP) improved and, in many areas, even outright replaced the world’s traditional telecommunications infrastructure. So it really shouldn’t be surprising that call center solutions evolved along with it.

VoIP call center solutions use an internet connection to help users streamline their customer support operations, save money, and take advantage of the latest digital communications technology.

Over the last few years, Voice over Internet Protocol (VoIP) improved and, in many areas, even outright replaced the world’s traditional telecommunications infrastructure. So it really shouldn’t be surprising that call center solutions evolved along with it.

VoIP call center solutions use an internet connection to help users streamline their customer support operations, save money, and take advantage of the latest digital communications technology.

Over the last few years, Voice over Internet Protocol (VoIP) improved and, in many areas, even outright replaced the world’s traditional telecommunications infrastructure. So it really shouldn’t be surprising that call center solutions evolved along with it.

VoIP call center solutions use an internet connection to help users streamline their customer support operations, save money, and take advantage of the latest digital communications technology.

What is a VoIP call center?

What is a VoIP call center?

What is a VoIP call center?

What is a VoIP call center?

VoIP is an acronym that stands for Voice over Internet Protocol. This technology enables users to make and receive phone calls using an internet connection instead of a traditional phone line. On its own, voice over IP is not a perfect solution for businesses; but combined with a virtual PBX (private branch exchange), which adds capabilities like voicemail, call routing, and more.

A VoIP call center is a call center that uses VoIP to manage a higher volume of calls via digital telephony. Apart from this basic definition, there are different ways that VoIP technology can be applied by call and contact centers to manage both incoming and outbound calls.

Call centers vs. contact centers

You might be wondering what the difference is between a call center and a contact center. The simplest answer is this: “call centers” only use phone calls as the means to interact with customers, while “contact centers” include other communication channels like email and social media on top of telephony.

VoIP is one of the most important tools for facilitating the multichannel approach to communications. That’s why it’s used in both traditional call centers and modern, omnichannel contact centers.

Regardless of functionality, a call center or a contact center can fall under any of these three categories—inbound, outbound, and blended.

  1. Inbound call centers and contact centers, only ever deal with incoming calls, usually in the context of customer support
  2. Outbound call centers and contact centers are primarily focused on making outbound calls to customers, usually in the context of sales and collections
  3. Blended call centers and contact centers can handle different types of calls or interactions; both outbound and inbound communication

VoIP is an acronym that stands for Voice over Internet Protocol. This technology enables users to make and receive phone calls using an internet connection instead of a traditional phone line. On its own, voice over IP is not a perfect solution for businesses; but combined with a virtual PBX (private branch exchange), which adds capabilities like voicemail, call routing, and more.

A VoIP call center is a call center that uses VoIP to manage a higher volume of calls via digital telephony. Apart from this basic definition, there are different ways that VoIP technology can be applied by call and contact centers to manage both incoming and outbound calls.

Call centers vs. contact centers

You might be wondering what the difference is between a call center and a contact center. The simplest answer is this: “call centers” only use phone calls as the means to interact with customers, while “contact centers” include other communication channels like email and social media on top of telephony.

VoIP is one of the most important tools for facilitating the multichannel approach to communications. That’s why it’s used in both traditional call centers and modern, omnichannel contact centers.

Regardless of functionality, a call center or a contact center can fall under any of these three categories—inbound, outbound, and blended.

  1. Inbound call centers and contact centers, only ever deal with incoming calls, usually in the context of customer support
  2. Outbound call centers and contact centers are primarily focused on making outbound calls to customers, usually in the context of sales and collections
  3. Blended call centers and contact centers can handle different types of calls or interactions; both outbound and inbound communication

VoIP is an acronym that stands for Voice over Internet Protocol. This technology enables users to make and receive phone calls using an internet connection instead of a traditional phone line. On its own, voice over IP is not a perfect solution for businesses; but combined with a virtual PBX (private branch exchange), which adds capabilities like voicemail, call routing, and more.

A VoIP call center is a call center that uses VoIP to manage a higher volume of calls via digital telephony. Apart from this basic definition, there are different ways that VoIP technology can be applied by call and contact centers to manage both incoming and outbound calls.

Call centers vs. contact centers

You might be wondering what the difference is between a call center and a contact center. The simplest answer is this: “call centers” only use phone calls as the means to interact with customers, while “contact centers” include other communication channels like email and social media on top of telephony.

VoIP is one of the most important tools for facilitating the multichannel approach to communications. That’s why it’s used in both traditional call centers and modern, omnichannel contact centers.

Regardless of functionality, a call center or a contact center can fall under any of these three categories—inbound, outbound, and blended.

  1. Inbound call centers and contact centers, only ever deal with incoming calls, usually in the context of customer support
  2. Outbound call centers and contact centers are primarily focused on making outbound calls to customers, usually in the context of sales and collections
  3. Blended call centers and contact centers can handle different types of calls or interactions; both outbound and inbound communication

VoIP is an acronym that stands for Voice over Internet Protocol. This technology enables users to make and receive phone calls using an internet connection instead of a traditional phone line. On its own, voice over IP is not a perfect solution for businesses; but combined with a virtual PBX (private branch exchange), which adds capabilities like voicemail, call routing, and more.

A VoIP call center is a call center that uses VoIP to manage a higher volume of calls via digital telephony. Apart from this basic definition, there are different ways that VoIP technology can be applied by call and contact centers to manage both incoming and outbound calls.

Call centers vs. contact centers

You might be wondering what the difference is between a call center and a contact center. The simplest answer is this: “call centers” only use phone calls as the means to interact with customers, while “contact centers” include other communication channels like email and social media on top of telephony.

VoIP is one of the most important tools for facilitating the multichannel approach to communications. That’s why it’s used in both traditional call centers and modern, omnichannel contact centers.

Regardless of functionality, a call center or a contact center can fall under any of these three categories—inbound, outbound, and blended.

  1. Inbound call centers and contact centers, only ever deal with incoming calls, usually in the context of customer support
  2. Outbound call centers and contact centers are primarily focused on making outbound calls to customers, usually in the context of sales and collections
  3. Blended call centers and contact centers can handle different types of calls or interactions; both outbound and inbound communication

What are call center solutions?

What are call center solutions?

What are call center solutions?

What are call center solutions?

Call center solutions are tools designed to make interactions and operations easier for both customers and agents. This generally includes different types of technology for different purposes.

One example of this would be the auto dialer, which gives sales teams and collections officers an efficient means of calling and converting several customers within a given period of time. Another example would be interactive voice response (IVR), which ensures callers are routed to customer service teams and subject matter experts that can best address their concerns.

As a technology that makes voice calls easier and more affordable for call centers, VoIP can also be an example of this even if it can be used for all sorts of voice-based business communications.

These days, the cloud call center solution reigns supreme. It typically covers several capabilities that benefit a call center’s organizational processes. Beyond the auto dialing and IVR system, it includes functionality like call recording, call monitoring, and caller IDs that can be associated with local, international, and toll-free numbers.

Beyond tools that help facilitate and manage calls, there are advanced features you can get out of a cloud-based call center solution. One example is real-time call analytics, which could be used for any number of processes such as workforce management and agent coaching. Many providers also offer integrations with popular customer relationship management (CRM) software like Salesforce and Freshdesk.

About contact center solutions

Contact center solutions, as you may have guessed by now, extend the capabilities of call center solutions to cover communication channels outside of phones. Full-scale contact center software these days allows businesses to compile interactions with customers across email, chat, social media, and more. Some have video conferencing capabilities like screen sharing, which allow support representatives to demonstrate fixes more effectively.

Cloud-based contact center solutions are, of course, gaining popularity primarily because they can be configured to allow remote work. As long as agents have access to a strong internet connection, they can make and take phone calls through VoIP and access all the information and tools they need to do their jobs via an online interface.

Call center solutions are tools designed to make interactions and operations easier for both customers and agents. This generally includes different types of technology for different purposes.

One example of this would be the auto dialer, which gives sales teams and collections officers an efficient means of calling and converting several customers within a given period of time. Another example would be interactive voice response (IVR), which ensures callers are routed to customer service teams and subject matter experts that can best address their concerns.

As a technology that makes voice calls easier and more affordable for call centers, VoIP can also be an example of this even if it can be used for all sorts of voice-based business communications.

These days, the cloud call center solution reigns supreme. It typically covers several capabilities that benefit a call center’s organizational processes. Beyond the auto dialing and IVR system, it includes functionality like call recording, call monitoring, and caller IDs that can be associated with local, international, and toll-free numbers.

Beyond tools that help facilitate and manage calls, there are advanced features you can get out of a cloud-based call center solution. One example is real-time call analytics, which could be used for any number of processes such as workforce management and agent coaching. Many providers also offer integrations with popular customer relationship management (CRM) software like Salesforce and Freshdesk.

About contact center solutions

Contact center solutions, as you may have guessed by now, extend the capabilities of call center solutions to cover communication channels outside of phones. Full-scale contact center software these days allows businesses to compile interactions with customers across email, chat, social media, and more. Some have video conferencing capabilities like screen sharing, which allow support representatives to demonstrate fixes more effectively.

Cloud-based contact center solutions are, of course, gaining popularity primarily because they can be configured to allow remote work. As long as agents have access to a strong internet connection, they can make and take phone calls through VoIP and access all the information and tools they need to do their jobs via an online interface.

Call center solutions are tools designed to make interactions and operations easier for both customers and agents. This generally includes different types of technology for different purposes.

One example of this would be the auto dialer, which gives sales teams and collections officers an efficient means of calling and converting several customers within a given period of time. Another example would be interactive voice response (IVR), which ensures callers are routed to customer service teams and subject matter experts that can best address their concerns.

As a technology that makes voice calls easier and more affordable for call centers, VoIP can also be an example of this even if it can be used for all sorts of voice-based business communications.

These days, the cloud call center solution reigns supreme. It typically covers several capabilities that benefit a call center’s organizational processes. Beyond the auto dialing and IVR system, it includes functionality like call recording, call monitoring, and caller IDs that can be associated with local, international, and toll-free numbers.

Beyond tools that help facilitate and manage calls, there are advanced features you can get out of a cloud-based call center solution. One example is real-time call analytics, which could be used for any number of processes such as workforce management and agent coaching. Many providers also offer integrations with popular customer relationship management (CRM) software like Salesforce and Freshdesk.

About contact center solutions

Contact center solutions, as you may have guessed by now, extend the capabilities of call center solutions to cover communication channels outside of phones. Full-scale contact center software these days allows businesses to compile interactions with customers across email, chat, social media, and more. Some have video conferencing capabilities like screen sharing, which allow support representatives to demonstrate fixes more effectively.

Cloud-based contact center solutions are, of course, gaining popularity primarily because they can be configured to allow remote work. As long as agents have access to a strong internet connection, they can make and take phone calls through VoIP and access all the information and tools they need to do their jobs via an online interface.

Call center solutions are tools designed to make interactions and operations easier for both customers and agents. This generally includes different types of technology for different purposes.

One example of this would be the auto dialer, which gives sales teams and collections officers an efficient means of calling and converting several customers within a given period of time. Another example would be interactive voice response (IVR), which ensures callers are routed to customer service teams and subject matter experts that can best address their concerns.

As a technology that makes voice calls easier and more affordable for call centers, VoIP can also be an example of this even if it can be used for all sorts of voice-based business communications.

These days, the cloud call center solution reigns supreme. It typically covers several capabilities that benefit a call center’s organizational processes. Beyond the auto dialing and IVR system, it includes functionality like call recording, call monitoring, and caller IDs that can be associated with local, international, and toll-free numbers.

Beyond tools that help facilitate and manage calls, there are advanced features you can get out of a cloud-based call center solution. One example is real-time call analytics, which could be used for any number of processes such as workforce management and agent coaching. Many providers also offer integrations with popular customer relationship management (CRM) software like Salesforce and Freshdesk.

About contact center solutions

Contact center solutions, as you may have guessed by now, extend the capabilities of call center solutions to cover communication channels outside of phones. Full-scale contact center software these days allows businesses to compile interactions with customers across email, chat, social media, and more. Some have video conferencing capabilities like screen sharing, which allow support representatives to demonstrate fixes more effectively.

Cloud-based contact center solutions are, of course, gaining popularity primarily because they can be configured to allow remote work. As long as agents have access to a strong internet connection, they can make and take phone calls through VoIP and access all the information and tools they need to do their jobs via an online interface.

VoIP call center solution implementations

VoIP call center solution implementations

VoIP call center solution implementations

VoIP call center solution implementations

Call centers that want to use VoIP solutions have several options when it comes to configuring the IP phone system they’re using for their operations. The best VoIP configuration depends on the type of call center they’re running, their business needs, and the specific hardware and software solutions they employ.

Let’s look at three different approaches to implementing VoIP technology in a call center.

  1. On-premises VoIP call center solutions
  2. VoIP-supported contact center solutions
  3. Cloud solutions

On-premises VoIP call center solutions

For call centers that want to sustain the traditional model, with each agent dialing and receiving calls from a single device while working in an office, VoIP can be used as a like-for-like replacement for traditional phone line connections—in other words, much of the focus of this approach is on voice communications.

In this setup, call center agents work at a specific location, typically using VoIP-enabled desk phones or a softphone program installed on computers and supported by headsets. Call routing and call distribution are handled by an on-premises system. In order for VoIP to be able to call regular landline numbers, it’s connected to the Public Switched Telephone Network via SIP trunking (Session Initiation Protocol trunking—more on this in the FAQs).

With VoIP phones in place, a call center’s telephone system gets the same functionality as a traditional system—but with additional features. Not only does it allow call centers to route thousands of calls made to a single phone number to multiple extensions, but it also handles call queues and voicemail that can be programmed to work with an auto attendant.

Hosted VoIP contact center solutions

Of course, an internet connection can be used to transfer all kinds of information, not just voice or audio.

Because of this, contact centers these days can opt for a more unified communications solution, like the kind offered by 8x8, which provides VoIP service, video calling, instant messaging, and SMS functionality in a single package. You can even configure it so social media messages can be addressed via the 8x8 contact center workspace.

Cloud solutions

A cloud contact center solution doesn’t require any on-premises equipment. Instead, it’s hosted on remote servers located in cloud data centers that contact agents connect to via the internet.

Cloud solutions provide processing, networking, and storage capabilities that make on-demand unified communications* services possible. That’s why cloud-based calling can be easily implemented by both large enterprises and small businesses, and requires no specialized technicians or IT teams to manage it.

While many people think cloud-hosted solutions are less reliable than traditional on-site communications options, there are service providers that have proven otherwise. For example, the 8x8 cloud communications platform offers a 99.999% service level agreement (SLA) that covers both uptime and call quality.

Designed with no single point of failure, our highly secure infrastructure delivers your service from a state-of-the-art data center that has been audited to the highest SSAE 16 standards.

* In case you might be interested: “Unified communications” (UC) is a service that integrates different modes of communicating—typically voice or phone, video conferencing, and team chat, but it can include more. When UC is accessible to users via a cloud-based user interface, it’s referred to as “unified communications as a service” (UCaaS).

Call centers that want to use VoIP solutions have several options when it comes to configuring the IP phone system they’re using for their operations. The best VoIP configuration depends on the type of call center they’re running, their business needs, and the specific hardware and software solutions they employ.

Let’s look at three different approaches to implementing VoIP technology in a call center.

  1. On-premises VoIP call center solutions
  2. VoIP-supported contact center solutions
  3. Cloud solutions

On-premises VoIP call center solutions

For call centers that want to sustain the traditional model, with each agent dialing and receiving calls from a single device while working in an office, VoIP can be used as a like-for-like replacement for traditional phone line connections—in other words, much of the focus of this approach is on voice communications.

In this setup, call center agents work at a specific location, typically using VoIP-enabled desk phones or a softphone program installed on computers and supported by headsets. Call routing and call distribution are handled by an on-premises system. In order for VoIP to be able to call regular landline numbers, it’s connected to the Public Switched Telephone Network via SIP trunking (Session Initiation Protocol trunking—more on this in the FAQs).

With VoIP phones in place, a call center’s telephone system gets the same functionality as a traditional system—but with additional features. Not only does it allow call centers to route thousands of calls made to a single phone number to multiple extensions, but it also handles call queues and voicemail that can be programmed to work with an auto attendant.

Hosted VoIP contact center solutions

Of course, an internet connection can be used to transfer all kinds of information, not just voice or audio.

Because of this, contact centers these days can opt for a more unified communications solution, like the kind offered by 8x8, which provides VoIP service, video calling, instant messaging, and SMS functionality in a single package. You can even configure it so social media messages can be addressed via the 8x8 contact center workspace.

Cloud solutions

A cloud contact center solution doesn’t require any on-premises equipment. Instead, it’s hosted on remote servers located in cloud data centers that contact agents connect to via the internet.

Cloud solutions provide processing, networking, and storage capabilities that make on-demand unified communications* services possible. That’s why cloud-based calling can be easily implemented by both large enterprises and small businesses, and requires no specialized technicians or IT teams to manage it.

While many people think cloud-hosted solutions are less reliable than traditional on-site communications options, there are service providers that have proven otherwise. For example, the 8x8 cloud communications platform offers a 99.999% service level agreement (SLA) that covers both uptime and call quality.

Designed with no single point of failure, our highly secure infrastructure delivers your service from a state-of-the-art data center that has been audited to the highest SSAE 16 standards.

* In case you might be interested: “Unified communications” (UC) is a service that integrates different modes of communicating—typically voice or phone, video conferencing, and team chat, but it can include more. When UC is accessible to users via a cloud-based user interface, it’s referred to as “unified communications as a service” (UCaaS).

Call centers that want to use VoIP solutions have several options when it comes to configuring the IP phone system they’re using for their operations. The best VoIP configuration depends on the type of call center they’re running, their business needs, and the specific hardware and software solutions they employ.

Let’s look at three different approaches to implementing VoIP technology in a call center.

  1. On-premises VoIP call center solutions
  2. VoIP-supported contact center solutions
  3. Cloud solutions

On-premises VoIP call center solutions

For call centers that want to sustain the traditional model, with each agent dialing and receiving calls from a single device while working in an office, VoIP can be used as a like-for-like replacement for traditional phone line connections—in other words, much of the focus of this approach is on voice communications.

In this setup, call center agents work at a specific location, typically using VoIP-enabled desk phones or a softphone program installed on computers and supported by headsets. Call routing and call distribution are handled by an on-premises system. In order for VoIP to be able to call regular landline numbers, it’s connected to the Public Switched Telephone Network via SIP trunking (Session Initiation Protocol trunking—more on this in the FAQs).

With VoIP phones in place, a call center’s telephone system gets the same functionality as a traditional system—but with additional features. Not only does it allow call centers to route thousands of calls made to a single phone number to multiple extensions, but it also handles call queues and voicemail that can be programmed to work with an auto attendant.

Hosted VoIP contact center solutions

Of course, an internet connection can be used to transfer all kinds of information, not just voice or audio.

Because of this, contact centers these days can opt for a more unified communications solution, like the kind offered by 8x8, which provides VoIP service, video calling, instant messaging, and SMS functionality in a single package. You can even configure it so social media messages can be addressed via the 8x8 contact center workspace.

Cloud solutions

A cloud contact center solution doesn’t require any on-premises equipment. Instead, it’s hosted on remote servers located in cloud data centers that contact agents connect to via the internet.

Cloud solutions provide processing, networking, and storage capabilities that make on-demand unified communications* services possible. That’s why cloud-based calling can be easily implemented by both large enterprises and small businesses, and requires no specialized technicians or IT teams to manage it.

While many people think cloud-hosted solutions are less reliable than traditional on-site communications options, there are service providers that have proven otherwise. For example, the 8x8 cloud communications platform offers a 99.999% service level agreement (SLA) that covers both uptime and call quality.

Designed with no single point of failure, our highly secure infrastructure delivers your service from a state-of-the-art data center that has been audited to the highest SSAE 16 standards.

* In case you might be interested: “Unified communications” (UC) is a service that integrates different modes of communicating—typically voice or phone, video conferencing, and team chat, but it can include more. When UC is accessible to users via a cloud-based user interface, it’s referred to as “unified communications as a service” (UCaaS).

Call centers that want to use VoIP solutions have several options when it comes to configuring the IP phone system they’re using for their operations. The best VoIP configuration depends on the type of call center they’re running, their business needs, and the specific hardware and software solutions they employ.

Let’s look at three different approaches to implementing VoIP technology in a call center.

  1. On-premises VoIP call center solutions
  2. VoIP-supported contact center solutions
  3. Cloud solutions

On-premises VoIP call center solutions

For call centers that want to sustain the traditional model, with each agent dialing and receiving calls from a single device while working in an office, VoIP can be used as a like-for-like replacement for traditional phone line connections—in other words, much of the focus of this approach is on voice communications.

In this setup, call center agents work at a specific location, typically using VoIP-enabled desk phones or a softphone program installed on computers and supported by headsets. Call routing and call distribution are handled by an on-premises system. In order for VoIP to be able to call regular landline numbers, it’s connected to the Public Switched Telephone Network via SIP trunking (Session Initiation Protocol trunking—more on this in the FAQs).

With VoIP phones in place, a call center’s telephone system gets the same functionality as a traditional system—but with additional features. Not only does it allow call centers to route thousands of calls made to a single phone number to multiple extensions, but it also handles call queues and voicemail that can be programmed to work with an auto attendant.

Hosted VoIP contact center solutions

Of course, an internet connection can be used to transfer all kinds of information, not just voice or audio.

Because of this, contact centers these days can opt for a more unified communications solution, like the kind offered by 8x8, which provides VoIP service, video calling, instant messaging, and SMS functionality in a single package. You can even configure it so social media messages can be addressed via the 8x8 contact center workspace.

Cloud solutions

A cloud contact center solution doesn’t require any on-premises equipment. Instead, it’s hosted on remote servers located in cloud data centers that contact agents connect to via the internet.

Cloud solutions provide processing, networking, and storage capabilities that make on-demand unified communications* services possible. That’s why cloud-based calling can be easily implemented by both large enterprises and small businesses, and requires no specialized technicians or IT teams to manage it.

While many people think cloud-hosted solutions are less reliable than traditional on-site communications options, there are service providers that have proven otherwise. For example, the 8x8 cloud communications platform offers a 99.999% service level agreement (SLA) that covers both uptime and call quality.

Designed with no single point of failure, our highly secure infrastructure delivers your service from a state-of-the-art data center that has been audited to the highest SSAE 16 standards.

* In case you might be interested: “Unified communications” (UC) is a service that integrates different modes of communicating—typically voice or phone, video conferencing, and team chat, but it can include more. When UC is accessible to users via a cloud-based user interface, it’s referred to as “unified communications as a service” (UCaaS).

Call and contact center software

Call and contact center software

Call and contact center software

Call and contact center software

Since computers first became widely available, contact centers have applied digital solutions to enhance their operations. In fact, there probably isn’t a contact center in the world that doesn’t employ some kind of specialized software.

There are two main benefits to using a dedicated software solution for your call or contact center.

First: flexible software delivery models mean call centers can scale up or scale down their operations as needed according to demand.

Second: running communications data through dedicated software enables you to take advantage of data analytics. With the right software, you can generate valuable customer insight and actionable business intelligence.

Let’s look at these in more detail.

Scalability

More and more providers of contact center software use the Software-as-a-Service (SaaS) delivery model, which basically means customers can subscribe to a service rather than buying licensed software to enjoy the benefits of a specific technology. Common examples of this would be UCaaS (which we’d briefly touched upon above) and Contact Center as a Service (CCaaS)

Thanks to the on-demand nature of the cloud-based SaaS model, pricing for call and contact center solutions are far more reasonable than they ever were in previous decades. Because you can access what you need through the cloud, it’s easy to upgrade or add more users to your plan if you need more features and resources.

Call center analytics

With VoIP call center solutions, voice data can be collected every time customers interact with your call center. If you’re dealing with multiple communication channels, that means there are even more data streams available to you.

More and more contact centers want to leverage their communications data to optimize their customer relationship management (CRM) strategy.

At 8x8, this approach to data and analytics ties into “journey analytics”. Journey analytics helps you increase customer satisfaction by analyzing data associated with customer interactions. Our analytics offers two major orders of insights:

Since computers first became widely available, contact centers have applied digital solutions to enhance their operations. In fact, there probably isn’t a contact center in the world that doesn’t employ some kind of specialized software.

There are two main benefits to using a dedicated software solution for your call or contact center.

First: flexible software delivery models mean call centers can scale up or scale down their operations as needed according to demand.

Second: running communications data through dedicated software enables you to take advantage of data analytics. With the right software, you can generate valuable customer insight and actionable business intelligence.

Let’s look at these in more detail.

Scalability

More and more providers of contact center software use the Software-as-a-Service (SaaS) delivery model, which basically means customers can subscribe to a service rather than buying licensed software to enjoy the benefits of a specific technology. Common examples of this would be UCaaS (which we’d briefly touched upon above) and Contact Center as a Service (CCaaS)

Thanks to the on-demand nature of the cloud-based SaaS model, pricing for call and contact center solutions are far more reasonable than they ever were in previous decades. Because you can access what you need through the cloud, it’s easy to upgrade or add more users to your plan if you need more features and resources.

Call center analytics

With VoIP call center solutions, voice data can be collected every time customers interact with your call center. If you’re dealing with multiple communication channels, that means there are even more data streams available to you.

More and more contact centers want to leverage their communications data to optimize their customer relationship management (CRM) strategy.

At 8x8, this approach to data and analytics ties into “journey analytics”. Journey analytics helps you increase customer satisfaction by analyzing data associated with customer interactions. Our analytics offers two major orders of insights:

Since computers first became widely available, contact centers have applied digital solutions to enhance their operations. In fact, there probably isn’t a contact center in the world that doesn’t employ some kind of specialized software.

There are two main benefits to using a dedicated software solution for your call or contact center.

First: flexible software delivery models mean call centers can scale up or scale down their operations as needed according to demand.

Second: running communications data through dedicated software enables you to take advantage of data analytics. With the right software, you can generate valuable customer insight and actionable business intelligence.

Let’s look at these in more detail.

Scalability

More and more providers of contact center software use the Software-as-a-Service (SaaS) delivery model, which basically means customers can subscribe to a service rather than buying licensed software to enjoy the benefits of a specific technology. Common examples of this would be UCaaS (which we’d briefly touched upon above) and Contact Center as a Service (CCaaS)

Thanks to the on-demand nature of the cloud-based SaaS model, pricing for call and contact center solutions are far more reasonable than they ever were in previous decades. Because you can access what you need through the cloud, it’s easy to upgrade or add more users to your plan if you need more features and resources.

Call center analytics

With VoIP call center solutions, voice data can be collected every time customers interact with your call center. If you’re dealing with multiple communication channels, that means there are even more data streams available to you.

More and more contact centers want to leverage their communications data to optimize their customer relationship management (CRM) strategy.

At 8x8, this approach to data and analytics ties into “journey analytics”. Journey analytics helps you increase customer satisfaction by analyzing data associated with customer interactions. Our analytics offers two major orders of insights:

Since computers first became widely available, contact centers have applied digital solutions to enhance their operations. In fact, there probably isn’t a contact center in the world that doesn’t employ some kind of specialized software.

There are two main benefits to using a dedicated software solution for your call or contact center.

First: flexible software delivery models mean call centers can scale up or scale down their operations as needed according to demand.

Second: running communications data through dedicated software enables you to take advantage of data analytics. With the right software, you can generate valuable customer insight and actionable business intelligence.

Let’s look at these in more detail.

Scalability

More and more providers of contact center software use the Software-as-a-Service (SaaS) delivery model, which basically means customers can subscribe to a service rather than buying licensed software to enjoy the benefits of a specific technology. Common examples of this would be UCaaS (which we’d briefly touched upon above) and Contact Center as a Service (CCaaS)

Thanks to the on-demand nature of the cloud-based SaaS model, pricing for call and contact center solutions are far more reasonable than they ever were in previous decades. Because you can access what you need through the cloud, it’s easy to upgrade or add more users to your plan if you need more features and resources.

Call center analytics

With VoIP call center solutions, voice data can be collected every time customers interact with your call center. If you’re dealing with multiple communication channels, that means there are even more data streams available to you.

More and more contact centers want to leverage their communications data to optimize their customer relationship management (CRM) strategy.

At 8x8, this approach to data and analytics ties into “journey analytics”. Journey analytics helps you increase customer satisfaction by analyzing data associated with customer interactions. Our analytics offers two major orders of insights:

Customer Experience AnalyticsSpeech Analytics
Customer Experience Analytics delivers an unprecedented level of insight into your call center’s customer interactions.Speech Analytics takes advantage of 8x8’s powerful call recording and multi-language transcription capabilities.
Real-time organization-wide reporting and intuitive visualizations help you analyze the customer journey from start to finish, from big-picture understanding to granular observation, so you can make intelligent changes to your workflows.Supercharge your quality assurance with out-of-the-box functionality. Use conversation data to identify trends in sentiments and topics to hone the scripts your agents use, empowering them to make the best decisions.

Customer Experience AnalyticsSpeech Analytics
Customer Experience Analytics delivers an unprecedented level of insight into your call center’s customer interactions.Speech Analytics takes advantage of 8x8’s powerful call recording and multi-language transcription capabilities.
Real-time organization-wide reporting and intuitive visualizations help you analyze the customer journey from start to finish, from big-picture understanding to granular observation, so you can make intelligent changes to your workflows.Supercharge your quality assurance with out-of-the-box functionality. Use conversation data to identify trends in sentiments and topics to hone the scripts your agents use, empowering them to make the best decisions.

Customer Experience AnalyticsSpeech Analytics
Customer Experience Analytics delivers an unprecedented level of insight into your call center’s customer interactions.Speech Analytics takes advantage of 8x8’s powerful call recording and multi-language transcription capabilities.
Real-time organization-wide reporting and intuitive visualizations help you analyze the customer journey from start to finish, from big-picture understanding to granular observation, so you can make intelligent changes to your workflows.Supercharge your quality assurance with out-of-the-box functionality. Use conversation data to identify trends in sentiments and topics to hone the scripts your agents use, empowering them to make the best decisions.

Customer Experience AnalyticsSpeech Analytics
Customer Experience Analytics delivers an unprecedented level of insight into your call center’s customer interactions.Speech Analytics takes advantage of 8x8’s powerful call recording and multi-language transcription capabilities.
Real-time organization-wide reporting and intuitive visualizations help you analyze the customer journey from start to finish, from big-picture understanding to granular observation, so you can make intelligent changes to your workflows.Supercharge your quality assurance with out-of-the-box functionality. Use conversation data to identify trends in sentiments and topics to hone the scripts your agents use, empowering them to make the best decisions.

What is the best call center software?

What is the best call center software?

What is the best call center software?

What is the best call center software?

The best call center software providers deliver a single unified communications hub for all your business communications needs.

8x8 is one of the best cloud communications solutions providers in the industry, and we’re not just saying that because we’re proud of our products.

Our platform serves not just contact centers, but all other types of businesses thanks to its many customizable integrations and real-time analytics capabilities. Here, we don’t believe in separating enterprise-level PBX functions from the needs of an omnichannel contact center like automatic call distribution (ACD) and self-service Interactive Voice Response (IVR) menus.

Advantages of choosing 8x8 as your cloud contact center solution:

  • Lower upfront costs than traditional and piecemeal solutions
  • Flexible service plans
  • Reduced IT staffing
  • Streamlined workforce management
  • Workforce optimization
  • Reduced downtime
  • Supports remote agents
  • Business continuity in the event of a disaster
  • Scale up or down as needed
  • Compliant with the highest international standards for security and service

The best call center software providers deliver a single unified communications hub for all your business communications needs.

8x8 is one of the best cloud communications solutions providers in the industry, and we’re not just saying that because we’re proud of our products.

Our platform serves not just contact centers, but all other types of businesses thanks to its many customizable integrations and real-time analytics capabilities. Here, we don’t believe in separating enterprise-level PBX functions from the needs of an omnichannel contact center like automatic call distribution (ACD) and self-service Interactive Voice Response (IVR) menus.

Advantages of choosing 8x8 as your cloud contact center solution:

  • Lower upfront costs than traditional and piecemeal solutions
  • Flexible service plans
  • Reduced IT staffing
  • Streamlined workforce management
  • Workforce optimization
  • Reduced downtime
  • Supports remote agents
  • Business continuity in the event of a disaster
  • Scale up or down as needed
  • Compliant with the highest international standards for security and service

The best call center software providers deliver a single unified communications hub for all your business communications needs.

8x8 is one of the best cloud communications solutions providers in the industry, and we’re not just saying that because we’re proud of our products.

Our platform serves not just contact centers, but all other types of businesses thanks to its many customizable integrations and real-time analytics capabilities. Here, we don’t believe in separating enterprise-level PBX functions from the needs of an omnichannel contact center like automatic call distribution (ACD) and self-service Interactive Voice Response (IVR) menus.

Advantages of choosing 8x8 as your cloud contact center solution:

  • Lower upfront costs than traditional and piecemeal solutions
  • Flexible service plans
  • Reduced IT staffing
  • Streamlined workforce management
  • Workforce optimization
  • Reduced downtime
  • Supports remote agents
  • Business continuity in the event of a disaster
  • Scale up or down as needed
  • Compliant with the highest international standards for security and service

The best call center software providers deliver a single unified communications hub for all your business communications needs.

8x8 is one of the best cloud communications solutions providers in the industry, and we’re not just saying that because we’re proud of our products.

Our platform serves not just contact centers, but all other types of businesses thanks to its many customizable integrations and real-time analytics capabilities. Here, we don’t believe in separating enterprise-level PBX functions from the needs of an omnichannel contact center like automatic call distribution (ACD) and self-service Interactive Voice Response (IVR) menus.

Advantages of choosing 8x8 as your cloud contact center solution:

  • Lower upfront costs than traditional and piecemeal solutions
  • Flexible service plans
  • Reduced IT staffing
  • Streamlined workforce management
  • Workforce optimization
  • Reduced downtime
  • Supports remote agents
  • Business continuity in the event of a disaster
  • Scale up or down as needed
  • Compliant with the highest international standards for security and service

Optimizing customer experience with a VoIP contact center

Optimizing customer experience with a VoIP contact center

Optimizing customer experience with a VoIP contact center

Optimizing customer experience with a VoIP contact center

In a contact center, agents are expected to deliver customer experience that contributes to positive customer engagement. Making callers wait for a long time while the representatives search for tickets, poor audio quality, and an inefficient user interface can all negatively affect their ability to deliver the best service they can.

8x8 enhances contact center agent performance by combining powerful communications tools in a single, easy-to-use platform.

What’s more, our products integrate seamlessly with other popular business applications including Zendesk, Salesforce, and Microsoft Teams, meaning agents can access all the tools they need to quickly and efficiently resolve tickets and meet customer requirements.

In a contact center, agents are expected to deliver customer experience that contributes to positive customer engagement. Making callers wait for a long time while the representatives search for tickets, poor audio quality, and an inefficient user interface can all negatively affect their ability to deliver the best service they can.

8x8 enhances contact center agent performance by combining powerful communications tools in a single, easy-to-use platform.

What’s more, our products integrate seamlessly with other popular business applications including Zendesk, Salesforce, and Microsoft Teams, meaning agents can access all the tools they need to quickly and efficiently resolve tickets and meet customer requirements.

In a contact center, agents are expected to deliver customer experience that contributes to positive customer engagement. Making callers wait for a long time while the representatives search for tickets, poor audio quality, and an inefficient user interface can all negatively affect their ability to deliver the best service they can.

8x8 enhances contact center agent performance by combining powerful communications tools in a single, easy-to-use platform.

What’s more, our products integrate seamlessly with other popular business applications including Zendesk, Salesforce, and Microsoft Teams, meaning agents can access all the tools they need to quickly and efficiently resolve tickets and meet customer requirements.

In a contact center, agents are expected to deliver customer experience that contributes to positive customer engagement. Making callers wait for a long time while the representatives search for tickets, poor audio quality, and an inefficient user interface can all negatively affect their ability to deliver the best service they can.

8x8 enhances contact center agent performance by combining powerful communications tools in a single, easy-to-use platform.

What’s more, our products integrate seamlessly with other popular business applications including Zendesk, Salesforce, and Microsoft Teams, meaning agents can access all the tools they need to quickly and efficiently resolve tickets and meet customer requirements.

Features of 8x8’s phone system for contact centers

Features of 8x8’s phone system for contact centers

Features of 8x8’s phone system for contact centers

Features of 8x8’s phone system for contact centers

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 routing

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 dialers

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.

CRM integration

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.

Dedicated APIs

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

Digital channels

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.

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 routing

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 dialers

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.

CRM integration

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.

Dedicated APIs

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

Digital channels

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.

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 routing

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 dialers

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.

CRM integration

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.

Dedicated APIs

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

Digital channels

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