|[January 21, 2014]
8x8 Launches Enhanced Cloud Contact Center Solution to Help Mid-Market Organizations Improve Customer Relationships Across the Globe
SAN JOSE, Calif. --(Business Wire)--
8x8 (News - Alert), Inc. (NASDAQ:EGHT), a provider of cloud communications and
collaboration solutions, today announced the completion of a significant
upgrade to its Virtual Contact Center (VCC) cloud-based call
center software offering, designed to improve an organization's
customer relations, enhance the management and productivity of their
call center agents and guarantee the security of the call center
8x8's VCC service is available as a single point solution or as an
integrated component of 8x8's Virtual Office cloud-based telephony and
unified communications solutions. Mid-size and distributed enterprises
worldwide are increasingly adopting cloud-based alternatives to
traditional PBX (News - Alert) and call center systems and many, such as Merchant
Warehouse and Replicon,
are choosing to outsource both solutions from a single vendor, deploying
business VoIP phone service throughout the organization and call center
services in one or more departments. Organizations such as these
appreciate the simple and powerful interfaces included with VCC that
make agents productive quickly, giving them the fastest path to value in
"With VCC release 8.0, 8x8 continues to help contact centers provide new
levels of service to their customers that can help differentiate their
brand in the marketplace while reducing the costs associated with
serving customers," says Nancy Jamison, Principal Analyst, Customer
Contact at Frost & Sullivan (News - Alert).
The first in a series of upcoming enhancements, VCC 8.0 is available
immediately and includes the following key features:
System Status Optimized for Mobile Devices - wallboard status
information optimized for the iPad, iPhone (News - Alert) or Android devices enables
mobile off-site administration of the call center, allowing
supervisors to dynamically respond to changing conditios.
Virtual Queuing - helps build customer loyalty by eliminating
long hold times across all interactions. 8x8's Virtual Queuing
capability allows customers to request a callback, eliminating their
need to sit on hold while helping contact centers manage the peaks and
valleys of their call loads.
Increased Agent and Supervisor Productivity -
Reporting Wizards give supervisors better insight into the
workings of the contact center.
Enhanced usability for agents make it even easier to turn novices
into power users and to increase the productivity of experienced
Contact Directories and Queue Lists now support favorites and
recently accessed records.
Agent tools for recording and playing audio messages to reduce
live agent talk time.
Customizable SMTP Services - by default, VCC tenant's outbound
email communications are routed via the pre-configured VCC internal
SMTP servers. Now, 8x8 customers can use their own company's SMTP
server as the source to control security and regulatory compliance.
Local CRM Enhancements - Enhanced native Customer Relationship
Management�tool built into the platform (unique to Virtual Contact
Center) features a new desktop view that consolidates agents' cases,
customers and tasks into a convenient tabbed environment for easy
switching and viewing. Automatic logging of activities has been added
as well. Customers can also choose to have both local CRM and their
own CRM turned on at the same time.
Chat Interface - presents a better visual experience to the
customer with additional customization options available through 8x8
Multi-Browser Support - now compatible with over 80% of
browsers used by companies today through support of the latest browser
versions of Google Chrome, Mozilla Firefox, and Internet Explorer,
running on Microsoft Windows or Apple Mac OS. With VCC, there are no
plugins or codes to download.
The 8x8 Virtual Contact Center solution is highly redundant, reliable
and secure, offering simplified compliance with many data security
standards including FISMA, HIPAA, HITECH, PCI (News - Alert), DSS and CPNI. 8x8's
unique platform architecture allows for media servers to be hosted in
different regions around the world to give every caller a regional
telephone connection while providing centralized access to the system
for a single point of reporting, management and control for all customer
Virtual Contact Center 8.0 is available today and has already been
provided free of charge to existing customers of 8x8 Virtual Contact
Center services. 8x8's cloud based infrastructure enables customers to
receive the benefits of the upgrade process without any downtime,
enabling complete business continuity. For additional information on 8x8
Virtual Contact Center, visit: http://www.8x8.com/CallCenter/ContactCenter.aspx
About 8x8, Inc.
8x8, Inc.�(NASDAQ:EGHT) is a provider of unified communications and
collaboration, or UCC, services in the cloud to small and medium
businesses, or SMBs, and mid-market and distributed enterprises. The
company delivers a broad suite of UCC services to in-office and mobile
devices spanning cloud�business phone service, virtual meeting,�call
center software�and virtual desktop through our proprietary
unified software as a service, or�SaaS, platform. For additional
connect with 8x8 on�Google+,�Facebook,�LinkedIn�and�Twitter.
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