Delivering a Targeted Customer Experience
The proliferation of communication channels makes collecting, aggregating and analyzing customer information increasingly difficult. With 8x8’s consolidated contact center solution combining voice, chat, and email interaction channels along with workforce management, retailers can now quickly react to customer inquiries and maintain the context and content of each engagement as it progresses through the buying journey.
8x8 has designed two plans; one for contact center agents and one for contact center supervisors. The Contact Center Associate service plan combines the same collaboration and telephony capabilities of the Store Associate plan along with contact center-centric functionality for voice-based interactions and integration to common CRM applications. For an omnichannel associate or a contact center manager, the Omnichannel Associate plan comes complete with a full suite of analytics, integrations and the latest contact center functionality, like cobrowse, quality management, and outbound predictive dialing.
For the Contact Center Associate
8x8’s Contact Center Associate service plan provides agents with the necessary tools to effectively manage interactions, regardless of the channel and device customers want to use.
The Contact Center Associate service plan includes The Store Manager plan plus:
|Interactive Voice Response (IVR)||Quickly connect callers with agents and streamline customer flow, allowing customers to get quick answers to simple questions and helping companies Identify the right resource to help a customer with a given issue.|
|Skills-Based Inbound Voice||Match customers to the best available agent—without programming or IT help, boosting first-call resolution rates and customer satisfaction.|
|Graphical Call Flows||View the caller's journey from the moment they reach the call center through to call termination. Reveals step-by-step experience in the IVR, queuing to agents, agent connection and post-call survey. Use this to expose an ‘outside in’ view of your contact center to enable continual process improvement and agent training.|
|Post Call Survey||Capture the voice of the customer with 8x8’s native post-call survey application helping you take appropriate action to ensure their customer engagement management strategy is optimized to meet customer needs.|
|Native CRM||Leverage a built-in customer contact and case management tool to provide agents with critical customer information to make every agent interaction more efficient.|
|Knowledgebase||Provide your customers with faster, smarter and more consistent answers using a collection of Frequently Asked Question (FAQ) to provide the right answer quickly, reliably and consistently.|
|Queued Callback||Give callers the option to stop waiting on hold, input their phone number and receive an automatic callback as soon as it’s their turn, eliminating long hold times and boosting caller satisfaction.|
|Web Callback||Allow customers to request an agent to call them from an online form, saving time for customers and better managing your agent’s time.|
|Burst||Add contact center seat capacity quickly to support sudden increases in activity, seasonality, and new promotions and programs.|
Learn more about retail communications solutions and how you can increase operational efficiencies and enhance the customer experience.