8x8 Eliminates the Gap between Telephony, UC & Contact Center Users across the Enterprise with Single Sign on & Shared Presen...
January 21 2015 - 8:15AM
Business Wire
Cohesive Underlying Platform Tightly Integrates
8x8 Virtual Office and Virtual Contact Center Users, Further
Simplifying IT Administration While Enabling All Employees to
Easily Collaborate and Share Communications Capabilities
8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based unified
communications and contact center solutions, today announced the
availability of a cohesive, tightly integrated cloud communications
solution that amalgamates telephony, unified communications (UC)
and contact center users across the enterprise with single sign on
and shared presence over a common underlying platform.
With the integrated 8x8 Virtual Office and Virtual Contact
Center solution, CIOs can free up additional IT resources to focus
on core business objectives by not having to manage disparate
telephony and contact center services. Call center agents benefit
from having ready access to company experts outside of the call
center and non call center employees can now easily reach the call
center using common presence information and click to dial just as
they would for anyone on the 8x8 UC service.
"By integrating core business telephony and contact center
functionality onto a single cloud-based platform with single sign
on and shared presence, 8x8 has not only simplified the
communications infrastructure that burdens so many businesses
today, it has enhanced the value businesses derive from its
solution set by providing a path to improved customer engagement,"
said Keith Dawson, Practice Leader, Customer Engagement at Ovum.
"The ability for a call center agent to tap into the company’s
expertise when interacting with customers can have a dramatic
effect on first call resolution and overall customer
satisfaction."
The 8x8 Virtual Office/Virtual Contact Center solution
offers:
- Shared Presence - Agents have
visibility into the status of anyone within the company to handle
customer issues in real-time. Any UC user in the company can also
see the agent’s status and reach out to the agent once they have
the information that is being requested. All corporate and contact
center directories are integrated.
- Single Sign-On - Allows all
users to sign on a single time and have access across all
appropriate tools for system administration of the call center, the
UC service as well as for agent desktops, meetings, switchboards
and mobile clients.
- Extension-to-Extension Dialing -
On-net, extension-to-extension, click-to-call dialing and call
transfers/processing between contact center users and any other
users in the enterprise organization, regardless of location or
endpoint.
- Call Center Agent Hardware
Endpoints - Agents who regularly use a non-soft phone solution
as part of their agent duties (such as a remote IP phone) can make
this device part of the contact center call flows and reporting
analytics.
- Streamlined Administration - The
breadth of system functionality combined with the simplicity of
cloud based communications tools significantly reduces the amount
of time required to manage the service.
"8x8 is committed to developing and delivering communications
solutions that enable our customers to grow and be successful,"
said 8x8 CEO Vik Verma. "The elimination of the gap between
traditional contact center agents and regular employees will result
in better customer service and improved productivity by enabling
all employees within a business to interact with a customer in real
time."
Mr. Verma continued, "This latest product release shows how 8x8
is innovating in the cloud communications space. The combination of
these historically separate components will enable us to launch new
features and capabilities that are not available in solutions that
treat these technologies as separate, distinct platforms."
8x8 will begin roll out of the new platform to existing
customers prior to the end of the first calendar quarter.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure
and reliable cloud-based unified communications and virtual contact
center solutions to more than 40,000 businesses operating in over
40 countries across six continents. 8x8's out-of-the-box cloud
solutions replace traditional on-premises PBX hardware and
software-based systems with a flexible and scalable Software as a
Service (SaaS) alternative, encompassing cloud business phone
service, contact center solutions, and conferencing. For additional
information, visit www.8x8.com, or www.8x8.com/UK or
connect with 8x8
on Google+, Facebook, LinkedIn and Twitter.
8x8, Inc.Tim
Polakowski, 408-883-8434tim.polakowski@8x8.com
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