8x8 Unveils First Cloud-Based Single-Platform Global Contact Centre SolutionInnovative follow the sun solution uses local connectivity and language translation to provide enhanced worldwide customer engagement
London- 13th May 2015 – 8x8 Solutions, a leading provider of cloud based unified communications and contact centre solutions, today announced a new milestone in its Global Reach® initiative with the launch of 8x8 Virtual Contact Centre (VCC) Global. VCC Global is the first cloud based contact centre solution that seamlessly connects an organisation’s international agents over a single platform with integrated presence, multi-lingual chat with automatic translation, call routing, reporting and management.
VCC Global eliminates the complexity of logging into multiple contact centre systems to manage traffic from different continents. With VCC Global, multi-national enterprises with international contact centres can:
• Manage global call centres through a single worldwide platform with presence around the world and full visibility into the activities of all agents regardless of their location
• Intelligently route interactions, including chats with automatic language translation, to agents anywhere in the world to ensure customers can always reach the person who can best solve their problem
• Take advantage of 8x8’s international presence through data centres in the U.S., Canada, UK, Hong Kong and Australia to deliver optimal call quality through localised call routing and carrier selection
• Use the same reporting and management tools for all agents, simplifying the configuration and management tools
• Create agent groupings and queues without concern over the physical location of the agents
“Managing a contact centre with agents and customers distributed globally brings a complex set of business challenges ranging from call quality to agent availability to reporting and administration,” said Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan. “8x8 has once again demonstrated the value it places on optimising the quality of voice interactions over its network with the introduction of its VCC Global offering.”
Jamison continued, “This latest enhancement to its cloud based contact centre solution not only eliminates the latency experienced when only one data centre is available to route calls, it allows businesses to maximise the productivity and effectiveness of its agents while improving first call resolution by matching customers to the most appropriate resource.”
Supporting customers around the world creates problems for many organisations. Most systems provide only one connection to the PSTN, requiring calls to bounce around the world even when both the agent and the caller are in the same area. This often results in delays that can thwart international conversations. 8x8 optimises international call quality for global contact centres by using its proprietary geo-routing technology along with nine data centres to efficiently connect customers with experts around the work through consistently high quality interactions.
“We know it can sometimes be a challenge for international businesses to maintain the same excellent customer service levels globally. Innovations like VCC Global are making this easier for businesses, and reassure our ambitious clients that they can maintain their brilliant customer service wherever they are in the world,” said Kevin Scott-Cowell, CEO at 8x8 Solutions. “We look forward to helping businesses improve their relationships with their customers using our enhanced features, like automatic translation.”
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.
Media contacts: Laura West-Wilson/Sofia Cabrera, 0207 924 5656, [email protected]