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Why 8x8 Cloud Contact Center?
Reliable, Easy and Secure
Ensure productivity for all agents with a platform-wide, 99.999% uptime SLA and a unified toolset that eliminates app confusion.
Customer-Centric
Design better experiences with support for all interaction channels and proactive, AI-powered self-service.
Engaging and Collaborative
Boost agent and employee engagement, collaboration and operational effectiveness for customer success.
Adaptive Analytics
Activate agent potential with timely feedback, intelligent coaching and collaboration tools for continuous improvement.
8x8 Omnichannel Routing
Engage Customers On Their Channel of Choice
Stay ahead of changing customer expectations with complete voice and digital channel support, intelligent routing and proactive self-service options.
8x8 omnichannel routing enables you to meet customers where they are while providing convenience, choice and personalization. This leads to exceptional customer experiences that transform your contact center from a mere cost center into an engine for increased satisfaction, loyalty and profitability.
Omnichannel Routing Key Benefits
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Match customers to the best possible agent to solve their problems with a routing engine that handles both voice and digital natively.
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Speak with customers on their preferred digital channel to provide quick, convenient and personalized service.
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Exceed shifting customer expectations, especially those of younger generations, by quickly adding new and emerging channels.
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Reduce sales friction by leveraging web chat,
co-browse and video to visually engage customers.
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Improve agent productivity by enabling blended agents as well as the ability to handle up to six digital support sessions simultaneously.
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Engage various customer segments with multilingual support and translations for messaging and web chat.
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Maximize agent effectiveness with a single interface for all channels and an intuitive design-led agent desktop.
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Capture valuable insights and improve the cross-channel journey with advanced data and analysis.
8x8 Intelligent Customer Assistant
Choose a Virtual Agent Solution Both You and Your Customers Can Trust
Intelligent Customer Assistant is a user-friendly, AI-powered virtual agent solution that enables business to create engaging self-service experiences across voice and digital channels.
With Intelligent Customer Assistant (ICA), businesses can offer customers a convenient way to quickly resolve routine and common customer inquiries while reducing costs through automation and reserving staff for more complex interactions.
Intelligent Customer Assistant Key Benefits
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Empower agents: Offload routine tasks to allow staff to focus on more high touch, impactful service interactions.
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Powerful analytics: Take action with insights and recommendations for 360 degree performance optimization.
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Rapid extensibility: Connect to existing systems quickly and easily with 50+ out-of-the-box integrations.
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Minimal maintenance costs: Reduce the need for IT resources with simple admin and tuning tools.
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Rapid resolution of customer issues: Increase first contact resolution (FCR) rates with end-to-end automation that delivers faster, more accurate service with personalization.
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Reduced operational costs: Deflect routine and common customer inquiries with proven task automation.
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Ease of use: Enable business to easily manage ongoing changes and updates with a user-friendly, graphical, no-code designer, reducing dependence on IT resources.
8x8 Analytics for Contact Center
Gain Insights and Complete Visibility Through First-Rate Analytics
8x8 Analytics for Contact Center empowers contact center managers with important information that highlights the status of critical performance metrics, driving insights needed to optimize customer experiences
Customizable reports minimize the effort to manage and monitor your contact center. Automatic notifications highlight the status of critical performance metrics and alert you to key trends, agent activities and customer behavior that can impact overall experience.
Customer Experience Analytics
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Quickly identify opportunities for improvement.
Advanced search and intuitive navigation allow you to quickly see big-picture issues as well as minute details.
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Boost customer loyalty.
Find and fix issues causing customer dissatisfaction, fast.
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Improve customer satisfaction.
Analyze specific areas of customer feedback to drive higher customer satisfaction ratings.
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Take action.
Automatically identify the root cause of customer frustrations so you can proactively address issues.
Speech Analytics
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Save time and money.
Quickly identify calls that need attention, rather than wasting cycles searching through volumes of interactions.
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Deeper insights with AI-powered intelligence.
Provide your agents with targeted feedback and provide concrete examples of how they can improve.
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Attract and retain customers.
Respond quickly to your customers and close the loop on any unresolved concerns.
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Reduce risk.
Quickly identify and zero in on potential compliance issues so you can take action.