8x8 unveils cloud-based global contact center solution

Polycom adds new huddle room options

8x8 announced the launch of 8x8 Virtual Contact Center (VCC) Global today as a milestone as a new milestone in its Global Reach initiative. VCC Global is a cloud-based contact center solution that connects international contact center agents over a single platform with features including integrated presence, multi-lingual chat with automatic translation, call routing, reporting and management.

The platform uses intelligent routing, including chats with automatic language translation, to help agents ensure customers can always reach the person who can best solve their problem. Call quality is aided by 8x8’s international data centers in the U.S., Canada, UK, Hong Kong and Australia designed to deliver optimal local call routing and carrier selection.

Commenting in a statement, Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan said, “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.

8x8 CEO Vik Verma added, “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.”

In other news, Polycom announced two new solutions created to extend enterprise-grade collaboration into huddle rooms and personal workspaces. The first new addition is the Polycom RealPresence Group Convene™ video collaboration solution. It offers 1080p60 video and content collaboration, and is designed to work with Polycom’s RealPresence Group Series, including the Polycom EagleEye Acoustic camera. It also integrates natively with Microsoft Lync 2013.

The new Polycom RealPresence Group 310 solution builds on the functionality of the Polycom RealPresence Group 300, enabling content in 1080p60 that can be shared through direct HDMI or VGA connections, or by using the Polycom People+Content IP application.

Rob Arnold, Program Manager, Unified Communications and Collaboration, Frost & Sullivan commented in a statement saying, "We are seeing a lot of different approaches to outfit huddle rooms with visual collaboration solutions. Many of these require sourcing codecs, cameras, monitors and more from multiple providers. This raises potential usability, management and support issues that can cancel out any perceived cost savings. Polycom's approach delivers robust features that users want without compromising the control that IT needs."

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