Overview
The 8×8 Contact Center is a comprehensive, AI-enabled omnichannel cloud solution designed to enhance customer engagement and simplify contact center operations. It empowers agents and supervisors with advanced tools to deliver exceptional customer experiences across multiple communication channels. It integrates seamlessly with unified communications and other 8×8 products to provide a holistic approach to customer service.
Key Features and Functionality
Omnichannel Routing
The 8×8 Contact Center offers omnichannel routing, allowing agents to communicate with customers through various channels, including voice, email, live chat, SMS, Facebook, X (formerly Twitter), and WhatsApp. This feature ensures that customers receive personalized service regardless of the channel they choose.
AI-Enabled Self Service
The Intelligent Customer Assistant™ uses AI to provide smart, self-service interactions across voice and digital channels. This enables customers to find solutions quickly without the need for agent intervention, enhancing their overall experience.
Agent Workspace™
The Agent Workspace™ is designed to help agents deliver excellent customer experiences with intelligent tools. Agents can handle multiple interactions simultaneously, including up to six concurrent chats. The workspace also displays customer CRM data, account history, and notes from other agents, ensuring agents have all the necessary information at their fingertips.
Supervisor Workspace™
The Supervisor Workspace™ equips supervisors with tools, intelligence, and insights to manage their teams effectively. It provides a single, powerful dashboard for monitoring and improving team performance, ensuring exceptional customer experiences.
Analytics for Contact Center
The analytics feature allows administrators to manage and monitor contact center performance using various metrics and alerts. This includes detailed views of interactions, call type and direction, call duration, and more, which can be downloaded in Excel and PDF formats.
Workforce Engagement Management
This feature supports agents with tools built to save time and deliver results. It includes features like workforce management, quality management, and performance management to optimize agent productivity and customer satisfaction.
High-Volume Messaging
The High-Volume Messaging feature enables one-to-many messaging, allowing contact centers to increase customer engagement efficiently.
Secure Payment Processing
The 8×8 Contact Center includes secure payment processing capabilities, ensuring that transactions are handled in a compliant and secure manner.
Multi-Language Support
Agents can handle customer chats in multiple languages, and the system also offers an automatic translation tool to facilitate communication across different languages.
Customer Experience Overview
The Customer Experience feature provides agents with a detailed view of the caller’s journey, from the time the call enters the contact center until it is terminated. This includes advanced search options for all interactions and the ability to download interaction data.
Conclusion
In summary, the 8×8 Contact Center is a robust solution that leverages AI and omnichannel capabilities to enhance customer engagement, streamline contact center operations, and provide comprehensive tools for agents and supervisors. Its advanced features and functionalities make it an ideal choice for organizations focused on delivering exceptional customer experiences.