Meet the Game Changers: special report
2020 was a transformative year for Contact Centre as a Service, with rapid adoption around the world. Since then, the possibilities have continued to expand. We profile the CCaaS game-changers currently shaping the future.
Unified Communications Game Changers in 2021
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2021: State of the Contact Centre
What are the big trends in Contact Centre technology? From increases in remote working and video use to the continuing exodus to the cloud, our infographic lays it out.
2021: State of the Contact Centre
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8x8 Contact Centre as a Service
Delight customers and empower employees
Make it easy to connect and collaborate with agents, employees, and customers.
The integrated 8x8 contact centre optimises omnichannel customer experiences with data-driven insights to deliver greater employee engagement in a work anywhere workforce. 8x8 helps you create winning experiences by empowering your agents to quickly react to customer inquiries, while maintaining the context and content of each engagement on the customer’s journey across your organisation.
Connect faster. Answer more effectively.
Automatic Call Distribution (ACD)
This advanced routing feature directs callers quickly to an agent whose skills match their particular need or query. Say hello to shorter wait times, higher rates of first-contact resolution and more empowered agents.
Interactive Voice Response (IVR)
“Self-service” options are growing in popularity among contact centre customers, making them a truly vital touchpoint. 8x8 harnesses the latest in conversational AI technology to handle routine requests smoothly and efficiently.
Digital Contact Channels
Give your customers complete freedom as to how they contact you, with one-touch switching between email, SMS, social media and any other digital channels you wish to include, all handled via the same intuitive workflow.
Auto Dialler
Maximise agent productivity and conversion rates with this sophisticated automated dialling, feature, which supplies them with a steady stream of connected, pre-qualified calls.
Advanced Analytics
Empower contact centre leaders with the insight and vital metrics they need to optimise customer experience. 8x8’s dynamic dashboard enables you to monitor trends, generate customisable reports and identify staff training and engagement needs.
A 8-time Challenger in Gartner Magic Quadrant
For the eigth consecutive year, 8x8 has been awarded the status of Challenger in Gartner’s Magic Quadrant for Contact Centre as a Service. The report highlights 8x8’s expertise in combining CCaaS and UCaaS to support remote working and collaboration.