8x8 Unveils First Cloud-Based Single-Platform Global Contact Center Solution
May 13 2015 - 8:15AM
Business Wire
Innovative Follow-the-Sun Solution Uses Local
Connectivity and Language Translation to Provide Superior Quality
Worldwide Customer Engagement
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based
unified communications and contact center solutions, today
announced a new milestone in its Global Reach® initiative with the
launch of 8x8 Virtual Contact Center (VCC) Global. VCC Global is
the first cloud-based contact center solution that seamlessly
connects an organization’s international agents over a single
platform with integrated presence, multi-lingual chat with
automatic translation, call routing, reporting and management.
VCC Global eliminates the complexity of logging into multiple
contact center systems to manage traffic from different continents.
With VCC Global, multi-national enterprises with international
contact centers can:
- Manage global call centers through a
single worldwide platform with presence around the world and full
visibility into the activities of all agents regardless of their
location
- Intelligently route interactions,
including chats with automatic language translation, to agents
anywhere in the world to ensure customers can always reach the
person who can best solve their problem
- Take advantage of 8x8’s international
presence through data centers in the U.S., Canada, UK, Hong Kong
and Australia to deliver optimal call quality through localized
call routing and carrier selection
- Use the same reporting and management
tools for all agents, minimizing the need for separate instances of
configuration and management tools
- Create agent groupings and queues
without concern over the physical location of the agents
“Managing a contact center with agents and customers distributed
globally brings a complex set of business challenges ranging from
call quality to agent availability to reporting and
administration,” said Nancy Jamison, Principal Analyst, Customer
Contact at Frost & Sullivan. “8x8 has once again
demonstrated the value it places on optimizing the quality of voice
interactions over its network with the introduction of its VCC
Global offering.”
Jamison continued, “This latest enhancement to its cloud-based
contact center solution not only eliminates the latency experienced
when only one data center is available to route calls, it allows
businesses to maximize the productivity and effectiveness of its
agents while improving first call resolution by matching customers
to the most appropriate resource.”
Supporting customers around the world creates problems for many
organizations. Most systems provide only one connection to the
PSTN, requiring calls to bounce around the world even when both the
agent and the caller are in the same area. This often results in
delays that can thwart international conversations. 8x8 optimizes
international call quality for global contact centers by using its
proprietary geo-routing technology along with nine data centers to
efficiently connect customers with experts around the world through
consistently high quality interactions.
“8x8’s Virtual Contact Center Global demonstrates our continued
commitment to the company’s Global Reach initiative which, to date,
has resulted in the launch of our services platform at nine
international data centers in North America, Europe and Asia
Pacific,” said 8x8 CEO Vik Verma. “As our mid-market customers
continue to expand operations domestically and internationally, so
too will our internal research and development efforts, such as our
proprietary geo-routing call technology, that will enable our
customers to conduct business efficiently and successfully anywhere
in the world.”
For additional information about VCC Global go to:
https://www.8x8.com/call-center/global-contact-center.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure
and reliable enterprise cloud communications 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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