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Virtual Call Centre

The flexible architecture of the 8x8 Virtual Contact Centre allows you to integrate your headquarters, remote offices, and outsourced locations in to a virtual call centre. 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 centre across multiple sites and geographies required long lead times, additional specialized infrastructure, and a dedicated IT staff. Through our innovative call centre software we make it fast and easy to deploy a virtual call centre solution – agents simply need a phone, an Internet connection, and a web browser to get started.

Virtual Call Centre Solutions

Because our virtual call centre 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 centres and/or home-based agents spread throughout a region, country or even globally — benefit most from the virtual call centre environment.

Call Centre Software Features

Speech Analytics

Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions.

With powerful 8x8 Speech Analytics, you can now analyze a full spectrum of your customer interactions and listen to the most important ones, rather than randomly selecting a small percentage of calls and hoping to identify patterns and problem areas. Learn more about Speech Analytics.

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

Historical Reporting

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

Multi-Channel

Telephony, email, web chat, social media (Facebook, Twitter) and more, all in one application. Learn more about multi-channel contact centres.

Post-Call Survey

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

Real-Time Monitoring

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

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

Skills-based Routing

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

Customer Experience

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

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.

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 aboutCTI.

FAQ Knowledgebase

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

IVR

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

Call Recording for Call Centres

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

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.

Implement your Virtual Call Centre

  • Step 1 – 8x8 quickly provisions a tenant for your call centre. Unlike other call centre 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 centre 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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