8x8 Enhances its Virtual Contact Center Solution

24 Jul 2017

8x8 has announced several enhancements and new capabilities for the 8x8 Virtual Contact Center (VCC) solution. With the new capabilities, global midmarket and enterprise customers can gain a better understanding of their customers’ pain points, respond to them more quickly, and improve collaboration among contact center agents and supervisors.

As part of the enhancements, 8x8 is introducing new Customer Experience and Post Call Survey features, as well as a new version of the 8x8 Quality Management solution.

The Customer Experience features allow for new interaction search capabilities, graphical depictions of interactions, customer-focused analytics, and advanced IVR usage metrics, which highlight the most dominant IVR paths and those most quickly abandoned. The granularity of the advanced interaction search makes it possible to “find the needle in the haystack of calls and get to the bottom of root causes.”

The graphical depiction of call flows provides an at-a-glance view, covering the initial Interactive Voice Response selections to the post-call survey. Designed to help understand customer satisfaction, the post-call survey then makes any necessary operational changes, using visual reports to see what’s going well and what could stand to improve. The post-call survey is currently for voice interactions only; 8x8 will add this capability to email and chat in the future.

The latest version of 8x8 Quality Management (version 3.5) provides collaborative performance management, in order to help agents and supervisors in call centers better collaborate and handle complex customer interactions. It offers scorecards with trending, to consistently measure objective performances, and an enhanced “slide-out” user interface, allowing for increase customization of interaction data. The built-in help menus provide self-guided setup and use, and users can collaborate via @mentions from almost anywhere within the solution.

Customer Experience and Post-Call Survey features are available at no additional cost and are part of 8x8’s Standard, Pro, and Ultimate packages.

For more information, visit www.8x8.com

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