8x8 Virtual Contact Centre offers Instant Multichannel Integration with Zendesk Software
SAN JOSE, Calif. – February 6, 2014 – 8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based unified communication, contact Centre and collaboration solutions, today announced it has partnered with Zendesk, the leading provider of cloud-based customer service software used by more than 30,000 customers, to develop a turnkey, bundled contact Centre solution that tightly weaves the functionality of both applications to improve the responsiveness, efficiency and management of contact Centres.
8x8 Virtual Contact Centre (VCC) and Zendesk function as a single entity with shared desktop, reporting and runtime data integrations, enabling contact Centres to increase first call resolution rates, shorten call handle times, and extract the right metrics needed to maximize the efficiencies of the contact Centre. Zendesk, the leading customer service and ticket management system, provides the desktop for agents to track customer issues and drive them to a solution. 8x8, a leader in cloud-based contact Centre solutions, manages customer interactions across voice, chat and other channels to ensure customers are connected with the agent who is best prepared to help them. With the combined 8x8 Virtual Contact Centre/Zendesk solution, organizations can provide the highest quality customer service experience to increase satisfaction and build loyalty while saving money through greater efficiency.
“The 8x8 and Zendesk product development teams have worked diligently to create a powerful, yet easy to use, cloud-based solution for call centre organizations that place a premium on delivering outstanding customer service,” said 8x8 Senior Vice President of Business Development Huw Rees. “We are extremely pleased with the result of these efforts and look forward to continuing to work with Zendesk to bring this compelling solution to market.”
In contrast to existing integrations between contact Centre services and customer service applications, the 8x8/Zendesk integration provides significant value out-of-the-box with no customization required. This minimizes the cost and time to market delays contact Centres generally face when implementing new software integrations. Additionally, the tight integration between the two solutions leads to greater efficiencies within the contact Centre at both the agent and supervisor levels.
“Our Integration with 8x8’s Virtual Contact Centre shows how organizations can take advantage of the cloud to increase the value of their customer relationships,” said ________ at Zendesk.”Because of the way our two companies shared their expertise in supporting customers, this offering significantly increases agent productivity, and provides an excellent customer experience out of the box, with no customization required.”
Highlights of the 8x8 VCC/Zendesk integration include:
* A combined 8x8/Zendesk single screen desktop environment
* Consolidated reporting and administrative information – allows organizations to use the Zendesk reporting capabilities to gain visibility into the entire customer experience.
* A fully functioning multi channel contact Centre supporting phone calls and chat interactions with multiple queues, skills, and routing rules directly within the Zendesk environment.
* The ability to use the number someone is calling from (ANI) to look up tickets in the Zendesk database and “screen pop” ticket information to an agent’s desk when the call arrives.
* The ability to automatically start a “Create Customer” screen or add the ANI to an existing or new customer record, If the number someone is calling from number unknown to Zendesk.
“Customers are increasingly drawn to web customer service, making it vital for enterprises to link their web support tools with voice, case management and agent desktop solutions,” said Aphrodite Brinsmead, Senior Analyst at Ovum. “The 8x8 and Zendesk integration makes it possible for enterprises to combine these capabilities in the cloud. It will allow agents to gain better visibility into customer needs, while managers can more easily track behavior across channels and staff their contact Centres accordingly.”
The 8x8 Virtual Contact Centre solution is highly redundant, reliable and secure, offering compliance with many data security standards including FISMA, HIPAA, HITECH, PCI, DSS and CPNI. 8x8’s unique platform architecture allows for media servers to be hosted in different regions around the world to give every caller a regional telephone connection while providing centralized access to the system for a single point of reporting, management and control for all customer interactions.
To learn more about 8x8 Virtual Contact Centre and Zendesk integration, visit: http://business.8x8.com/OL-ZenDesk-VCC-Integration.html?source=TP-ZenDesk-VCC-Integration. Existing Zendesk customers can install the Virtual Contact Centre App from the Zendesk app store at: http://www.zendesk.com/apps/8x8-contact-Centre
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is a provider of cloud-based unified communication and collaboration (UCC) solutions 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 phone service, virtual meeting, call Centre software and virtual desktop through our proprietary unified software as a service, or SaaS, platform. For additional information, visit www.8x8.com, or connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.
Zendesk is the leading provider of proven, cloud-based customer service software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 30,000 Zendesk customers, including Gilt Groupe, Box, and Disney, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners, and Redpoint Ventures. Learn more at www.zendesk.com.