8x8 upgrades its contact center portfolio with new features and analytics

8x8, a cloud-based unified communications and contact center solutions service provider, announced a new set of analytics as part of its Virtual Contact Center (VCC) portfolio. VCC Analytics features are included in a new VCC release.

The cloud-based analytics are designed to offer operational insights and workflow optimization capabilities to improve agent performance offering four separate top line views identify relationships and trends that competitive offerings cannot uncover today with existing dashboards. VCC views show performance across all groups and queues so managers can to monitor agent performance and see when increased call volumes start triggering abandoned calls.

The new VCC capabilities and features also include:

• Virtual Queuing, offering customers a choice to stay on the line or receive a callback when an agent is available.

• Co-browse: allowing agents and customers to view the same webpage.

• Proactive Web Chat: providing customers a chance to chat with an agent with key information carried forward to the agent to ensure the best customer experience.

• Web Callback: Offers web customers the option of having an agent call them.

The VCC upgrades are an ongoing part of an overall 8x8 strategy to build and improve its contact center solution. Last January, 8x8 debuted an integrated communications platform that combines core business telephony and contact center functionality onto a single cloud-based service. In May, 8x8 acquired privately-held DXI Ltd., a UK-based leader and innovator in cloud-based outbound and blended contact center solutions; DXI has a strong UK contact center market presence. And in June, 8x8 bought the certain assets of privately-held Quality Software Corporation (QSC), an developer of cloud- based native quality management capabilities and analytics.

In an interview discussing the announcement, 8x8 CMO Enzo Signore noted that his company is seeing a growing opportunity in the mid-market for cloud-based communications and contact center integration: eight out of ten top customers at 8x8 use both the company’s virtual office communications platform alongside a VCC deployment.

Commenting in a statement about the 8x8 announcement, Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics said, “These days, every business is hyper-focused on understanding and improving their customers’ journeys."  

Mc-Gee Smith added, "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.”

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