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8x8 Virtual Contact Center

Improve customer interactions and agent productivity with our powerful, easy-to-use, cloud-based call center solution.

Virtual Call Center

The flexible architecture of the 8x8 Virtual Contact Center allows you to integrate your headquarters, remote offices, and outsourced locations in to a virtual call center. They’ll operate seamlessly as one team and enable you to access talent outside your geography, eliminate overtime costs, and reduce overhead.

Traditionally deploying a call center across multiple sites and geographies required long lead times, additional specialized infrastructure, and a dedicated IT staff. Through our innovative call center software we make it fast and easy to deploy a virtual call center solution – agents simply need a phone, an Internet connection, and a web browser to get started.

Virtual Call Center Solutions

Because our virtual call center solutions enable organizations to easily and cost-effectively manage multiple, geographically dispersed agents, it also helps organizations achieve business continuity and customer service resiliency in the event of a network outage, natural disaster or some other unforeseen event. In fact, companies that have dispersed operations – remote call centers and/or home-based agents spread throughout a region, country or even globally — benefit most from the virtual call center environment.

Call Center Software Features

Virtual Call Center

Multi-Channel

Telephony, email, or web chat channels, all in one application. Learn more about multi-channel contact centers.

Skills-based Routing

Skills-based routing matches callers with the call center agents who can meet their needs. Learn more about skills-based routing.

CRM Integration

8x8 Virtual Contact Center is integrated with leading on-demand CRM services such as Salesforce.comNetSuite, hosted Microsoft Dynamics, and  Zendesk. Your CRM integration can be easily customized. Learn more about CRM and Workforce Management integrations.

Real-Time Monitoring

Stay on top of everything with real-time monitoring of your contact center.

8x8 Virtual Contact Center software monitors real-time contact center statistics including queue information, interactions in progress, agent stats and other key performance indicators (KPIs). Learn more about Real-time Monitoring.

Post-Call Survey

Capture the voice of the customer with 8x8’s native post-call survey application. Learn more about Post-call Survey.

Historical Reporting

Spot trends fast with 8x8 Virtual Contact Center historical reporting. Optimize agent performance and improve contact center operations by giving call center managers the information they need to make smart business decisions. Learn more about Historical Reporting.

Customer Experience

Virtual Contact Center Customer Experience is a ground-breaking analytical tool providing unprecedented levels of visibility into customer interactions and IVR usage. Learn about Customer Experience.

Virtual Call Center 2

Web Callback
Most customers start their interactions with you on the web. With Web Callback your customers can get access to the people who can help them with the touch of a button without having to wait on hold. Learn more about Web Callback.
IVR

Quickly connect callers with agents and streamline customer flow with the 8x8 Interactive Voice Response (IVR) feature. Learn more about the IVR.

CTI

CTI (computer-telephony integration) “pops” the caller’s information to the agent’s screen as the call comes in so the agent can provide more efficient, personalized service and fast resolution. Learn more about CTI.

FAQ Knowledgebase

An FAQ knowledgebase turns every agent into an expert and ensures customers receive accurate, consistent information. Learn about the FAQ Knowlegebase.

Virtual Contact Center Call Recording

On-demand or random call recordings help in coaching agents. It’s easy to manage recordings management and retrieval with call center call recording.

8x8 CRM

The 8x8 Customer Relationship Management (CRM) solution is perfect for organizations that do not already have one. Learn more about the 8x8 CRM feature.

Implement your Virtual Call Center

  • Step 1 – 8x8 quickly provisions a tenant for your call center. Unlike other call center software providers, there are no thin clients or Java-based applications to install.
  • Step 2 – Have your managers attend 8x8’s JumpStart program, which consists of four one-and-a-half hour hands-on sessions. Through these online sessions, your managers will learn how to upload IVR messages, add new agents, establish queues, define call flows and more.
  • Step 3 – Transition your toll-free numbers and your call center agents are ready to receive calls! All they need is a phone, a web browser and an Internet connection

No Hardware. No Software. No Cap-Ex.

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8 Critical Questions to Ask about Cloud-based Contact Center Technology.

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