One cloud solution for all your customer contact needs

The cloud contact centre solution with customer satisfaction at its heart

Give your customer service agents easy access to all the world-class tools and feedback they need. Our 8x8 Contact Centre solution ensures everything is in one place, combining market-leading contact centre capabilities, workforce optimisation, collaboration tools and quality management.

Did you know that, on average, a contact centre has to manage eighteen different communications vendors? [source: CCNG]

With our 8×8 Contact Centre solution your agents can connect faster and answer customer queries better with omnichannel routing. Our solution will enable you to stay ahead of evolving customer expectations with complete voice and digital channel support, intelligent routing and proactive self-service options.

8x8 Unified Communications solution

Our 8x8 Unified Communications solution is a nine-year leader in the Gartner UCaaS Magic Quadrant and it’s the only UCaaS leader in the Gartner Magic Quadrant for CCaaS.

8x8 Unified Communications

Product Overview

8×8 Contact Centre seamlessly integrates with a suite of additional call centre solutions, designed to put efficiency and customer-centricity at the heart of your customer service operation. These include Quality Management, Workforce Management, and Microsoft Teams for Call Centre.

At a glance

  • Direct customers to the best-qualified agent with skills-based routing for a streamlined customer service
  • AI-powered self-service options (including IVR and virtual assistant) delivering efficient support while reserving valuable agent resources for high-value interactions
  • Meet your customer in the channel of their choice with digital channel support, which features a single interface and minimises agent training with intuitive workflows
  • Fully integrated predictive outbound dialling improves connection rates and maximises revenue opportunities Patented answering machine detection, carrier call blocking and other features help you remain compliant

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8x8 Quality Management

Product Overview

Evaluate your agents’ customer interactions, and coach them to improve quality so you can consistently meet or exceed customer and company expectations.

8×8 Quality Management speeds up your agent training, giving them an opportunity to see, hear and learn from their top-performing peers. This solution helps you streamline customer interactions by allowing you to visualise the complete interaction journey and quickly spot bottlenecks and efficiency gaps. The ability to efficiently search for, select and monitor interactions means you will be able to devote more manager time to improving performance and less time on admin.

8×8 Quality Management enables you to create a library of your agents’ best interactions, so your whole team can see and hear what excellent looks like. Powerful dashboarding also shows individual agent’s progress in real time, with 100% of interactions recorded with 8×8 Speech Analytics.

Other benefits include, empowering your management team with an easy-to-use UI, the ability to save time and money by eliminating software, code, or other on-premise equipment and quickly preparing quality data for coaching sessions and business reviews using robust quality reporting and dashboards.

At a glance

  • Highlight, save and share moments of interactions using the conversation highlighter
  • Capture 100% of interactions for comprehensive analysis
  • Drive agent improvement by tagging specific moments in an interaction for agent review
  • Build forms, score interactions, track agent progress and much more

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8x8 Workforce Management

Product Overview

8×8 Workforce Management will enable you to easily predict your call centre interaction levels as well as the staff levels you will need to meet your service level objectives.

This will ensure you are staffing with clear forecasts, avoiding periods when agents may be under-utilised. Our solution also automatically generates schedules based on traffic patterns, so you can focus more time managing your agents. 8×8 Workforce Management is easy to set up and administer and will deliver an improvement in your scheduling within days.

At a glance

  • Multiple algorithms are used to accurately forecast volumes for all of your interaction channels
  • Monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns
  • Schedules are created based on criteria defined by the business to ensure performance and agent expectations are aligned
  • New users quickly become proficient thanks to an intuitive user experience and navigation logic

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8x8 Microsoft Teams for Contact Centre

Product Overview

Our cloud-to-cloud integration provides enterprise-grade telephony and global PSTN connectivity to customers that want to retain Microsoft Teams as their sole collaboration interface.

Hundreds of organisations with tens of thousands of users globally rely on 8×8 for advanced communications for Teams. With our solution you can make and receive global calls straight from the native dialler, thanks to direct routing with 8×8. It also provides crystal-clear calls with phone numbers in 120+ countries, unlimited calling plans in 47 countries and full PSTN replacement in 42 countries.

With functionality like this it’s no surprise Gartner has recognised 8×8 as a leader in their Magic Quadrant for UCaaS nine times in a row.

At a glance

  • Unlimited global calling for Microsoft Teams
  • Certified cloud contact centre for Microsoft Teams
  • Advanced telephony and contact centre analytics for Microsoft Teams
  • Pre-built integrations for major CRM and business productivity apps to support Microsoft Teams

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