8x8 Breaks new ground in contact centre with powerful analytics

Virtual Contact Centre solution broadens innovative cloud services for the contact centre, driving agent productivity and enhancing personalised customer experience

London, UK – 15th July 2015 — 8x8 Solutions a leading provider of cloud based unified communications and contact centre solutions, today announces it is breaking new ground in the contact centre with a set of powerful analytics as part of the latest release of Virtual Contact Centre (VCC), the company’s flagship contact centre solution.

VCC Analytics, a prominent capability featured in the new release, provides unique insights into the customer experience, increases call handling efficiency and optimises call operative productivity to improve call centre management and increase customer loyalty.

Industry’s Most Sophisticated Analytics for the Contact Centre

8x8’s native cloud analytics offer operational insights and optimise workflow capabilities, combining four separate topline views with visual precision to help dramatically improve agent performance. With VCC Analytics, contact centre managers can quickly identify trends that competitive offerings cannot uncover today with existing dashboards. The VCC views show agent performance across all groups and queues to monitor call operative performance, and notifies users when increased call volumes trigger abandoned calls.

“These days, every business is hyper-focused on understanding and improving their customers’ journeys,” said Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics. “8x8’s latest release of Virtual Contact Centre makes compelling contact centre analytics available to a broader set of companies than ever before, helping them turn data into powerful insights to quickly assess operational performance and adjust as needed, and even strategically optimise their business. Innovative contact centre analytics is no longer the purview of only deep-pocketed, multi-thousand agent operations.”

“The latest release of VCC is a real game changer for the contact centre market,” says Kevin Scott-Cowell, Chief Executive Officer of 8x8 Solutions. “Today, 8x8 is the only company that offers such high value, enhanced capabilities all on a single cloud platform. With 8x8, businesses can truly have a unified global contact centre solution with worldwide presence. Using sophisticated analytics helps businesses provide superior customer service and increase brand loyalty.”

Last January, 8x8 debuted the industry’s first and only integrated communications platform combining core business telephony and contact centre functionality into a single cloud-based platform. Through innovative features such as Expert Connect customers can connect in real-time with agents with the most expertise in any subject matter, from anywhere around the world, across any department. By integrating the company’s Virtual Office and Virtual Contact Centre solutions, 8x8 helps businesses eliminate the gap between their contact centre agents and other employees to deliver superior customer service. In May, 8x8 unveiled VCC Global, the first cloud-based contact centre solution that seamlessly connects an organisations’ international agents over a single platform with integrated presence, multi-lingual chat with automatic translation, call routing, reporting and management. VCC Global is a highly innovative ‘Follow the Sun’ Solution that uses local connectivity and natural language translation to provide personalised customer experiences worldwide.

New Capabilities To Enhance and Personalise the Customer Experience

VCC allows companies to build high-value relationships with customers through personalised experiences that drive customer loyalty. The new release continues to enhance its offering with virtual queuing and co-browse capabilities.

• Virtual Queuing: Customers are never forced to wait on hold. They are empowered to make the best decision for themselves by offering a preference to stay on the line or receive a callback when an agent is available — arming the agent with all the information they need to fully serve the customer.
• Co-browse: Increases sales and improves customer satisfaction by providing hands-on assistance when the customer needs it most. With 8x8’s co-browse feature, agents and customers connect in real-time to view the same webpage, eliminating any barriers to sales and reducing customer frustration.
These capabilities expand the existing set of pre-built applications designed to help companies tailor their customers’ experience:
• Personal Agent Connect: Uses smart, direct telephone connections between agents and customers to build long term relationships
• Proactive Web Chat: Intelligently offers customers a chance to chat with an agent when they need additional assistance on the web, and carry key information forward to the agent to ensure the best customer experience
• Web Callback: Offers web customers the option of having an agent call them, and provides that agent with insight into the customer’s history
“8x8’s Virtual Contact Centre has truly transformed our business and ability to deliver an exceptional, differentiated customer experience,” said Greg Meyer, Director of Systems Integration at WMPH Vacations. “Through back end integration, click to dial, and innovative cross channel capabilities, VCC helps our travel counselors build high touch, one to one relationships that ensure customer retention. We know that our customer experiences start long before they step onto a cruise ship, and 8x8 helps us provide highly personalised service that drives invaluable loyalty on a highly secure, reliable platform that allows us to continue serving our clients even in the event of local power outages caused by Florida hurricanes.”
About 8x8 Solutions
8x8, Inc. (NASDAQ:EGHT) is a provider of unified communications and collaboration (UCC) services in the cloud to small and medium businesses and mid-market and distributed enterprises. The company delivers a broad suite of UCC services to in-office and mobile devices spanning cloud business VoIP phone service, virtual meeting web conferencing, contact centre software and virtual desktop through our proprietary unified software as a service, or SaaS, platform. For additional information, visit www.8x8.com, or www.8x8.com/UK or connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.