8x8 Breaks New Ground in Contact Center with Powerful Analytics
July 14 2015 - 8:15AM
Business Wire
Latest Release of Company’s Virtual Contact
Center Solution Broadens Set of Innovative Cloud Services for the
Contact Center; Drives Agent Productivity, Highly Personalized
Customer Experiences
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based
unified communications and contact center solutions, today
announced it is breaking new ground in the contact center with a
set of powerful analytics as part of the latest release of Virtual
Contact Center (VCC), the company’s flagship contact center
solution. VCC Analytics, a prominent capability featured in the new
release, provide unique insights into the customer experience,
increased contact center efficiencies and advanced workflow
optimization to better manage their contact center and increase
customer loyalty.
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Industry’s Most Sophisticated Analytics for the Contact
Center
8x8’s cloud native analytics offer operational insights and
workflow optimization capabilities, combined with four separate
topline views with visual precision that help dramatically improve
agent performance. With VCC Analytics, contact center managers can
quickly identify relationships and trends that competitive
offerings cannot uncover today with existing dashboards. The VCC
views show agent performance across all groups and queues to
monitor top and bottom performers, and can also see when increased
call volumes start triggering abandoned calls.
“These days, every business is hyper-focused on understanding
and improving their customers’ journeys,” said Sheila McGee-Smith,
President and Principal Analyst of McGee-Smith Analytics. “8x8’s
latest release of Virtual Contact Center makes compelling contact
center analytics available to a broader set of companies than ever
before, helping them turn data into powerful insights to quickly
assess operational performance and adjust as needed, and even
strategically optimize their business. Innovative contact center
analytics is no longer the purview of only deep-pocketed,
multi-thousand agent operations.”
Last January, 8x8 debuted the industry's first and only
integrated communications platform that combines core business
telephony and contact center functionality onto a single
cloud-based platform. Through innovative features such as Expert
Connect customers can now empower agents to connect in real-time
with any subject matter expert, from anywhere around the world,
across any department. By integrating the company's Virtual
Office and Virtual Contact Center solutions, 8x8 helps businesses
eliminate the gap between their contact center agents and other
employees to deliver superior customer service. In May, 8x8
unveiled VCC Global, 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 is a highly innovative ‘Follow-the-Sun’ solution that
uses local connectivity and natural language translation to provide
personalized customer experiences worldwide.
New Capabilities To Enhance and Personalize the Customer
Experience
VCC allows companies to build high-value relationships with
customers through personalized experiences that drive customer
loyalty. In the new release, 8x8 continues to enhance its offering
with virtual queuing and co-browse capabilities in the product.
- Virtual Queuing: Never forces
customers to wait on hold; empowers the customer to make the best
decision for themselves by offering a preference to stay on the
line or receive a callback when an agent is available — arming the
agent with all the information they need to fully serve the
customer.
- Co-browse: Increases sales and
improves customer satisfaction by providing "hands-on" assistance
when the customer needs it most. With 8x8’s co-browse feature,
agents and customers connect in real-time to view the same webpage,
eliminating any barriers to sales and reducing customer
frustration.These capabilities expand the existing set of pre-built
applications designed to help companies personalize their
customers’ experience:
- Personal Agent Connect: Uses
smart, direct telephone connections between agents and customers to
build long-term relationships
- Proactive Web Chat:
Intelligently offers customers a chance to chat with an agent when
they need additional assistance on the web, and carry key
information forward to the agent to ensure the best customer
experience
- Web Callback: Offers web
customers the option of having an agent call them, and arms that
agent with insight into the customer and its inquiries
"8x8's Virtual Contact Center has truly transformed our business
and ability to deliver an exceptional, differentiated customer
experience," said Greg Meyer, Director of Systems Integration at
WMPH Vacations. "Through back-end integration, click to dial,
and innovative cross-channel capabilities, VCC helps our travel
counselors build high-touch, one-to-one relationships that ensure
customer retention. We know that our customer experiences start
long before they step onto a cruise ship, and 8x8 helps us provide
highly personalized service that drives invaluable loyalty – on a
highly secure, reliable platform that allows us to continue serving
our clients even in the event of local power outages caused by
Florida hurricanes."
“The latest release of VCC is a real game-changer for the
contact center market,” said Vik Verma, Chief Executive Officer of
8x8. “Today, 8x8 is the only company that offers such high-value,
enhanced capabilities all on a single cloud platform – including
expert connect, personal direct agent, natural language
translation, co-browsing, virtual queuing, the ability to connect
on any media, and the most sophisticated analytics layer for the
contact center. With 8x8, businesses can truly have a unified
global contact center solution with worldwide presence.”
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.
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version on businesswire.com: http://www.businesswire.com/news/home/20150714005615/en/
8x8, Inc.Jodi Guilbault, 415-987-4970jodi.guilbault@8x8.com
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