8×8 Enhances Customer and Employee Experiences Across Cloud Contact Center and Unified Communications Platform; Extends Global Reach to 59 Countries
Newest Capabilities Include Enhancements to 8×8 Supervisor Workspace, Analytics Tools and Reports, and Increased Global Connectivity
8×8, Inc. a leading integrated cloud contact center and unified communications platform provider, today announced the latest customer and employee experience enhancements to the 8×8 XCaaS™ (eXperience Communications as a Service™) cloud platform, including improvements to 8×8 Supervisor Workspace, contact center analytics tools, agent performance tracking capabilities, and streamlined customer journey mapping.
The 8×8 XCaaS platform Global Reach™ capabilities were also extended and will include the addition of South Korea. 8×8 now offers full cloud Public Switched Telephone Network (PSTN) support for multinational organizations with users in 59 countries around the world, offering local direct numbers, toll free numbers, and calling plans in addition to support for local emergency services.
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New generally available updates for 8×8 Contact Center include:
- Purpose-Built Experiences – Recently launched, 8×8 Supervisor Workspace is a purpose-built experience that blends analytics, performance management, and team admin capabilities into a single interface to provide increased efficiency and productivity, including the following features:
- Single pane of glass: consolidates visibility, insights, and operations from across 8×8 Contact Center.
- Embedded trend analysis: presents supervisors with instant insights to improve speed to correction and drive superior performance in the contact center.
- Personalized environments: transforms how contact center leaders can customize their workspace to manage teams and make decisions based upon individual needs and priorities – no coding required.
- User-friendly design and intuitive interface: accelerates on-boarding and allows supervisors to quickly ramp up.
- Accessibility: provides full support for hybrid contact centers and allows supervisors to work from anywhere, on any browser.
- Customizable Reports Empower Contact Center Managers – Enhancements to analytics and reporting capabilities include increased customer experience details and new metrics for the agent performance real-time widget.
- Deeper Integration with Microsoft Dynamics 365 – Provides agents access to email for Microsoft Dynamics 365 in 8×8 Contact Center, queue name in auto call log, and the ability to display a new contact screen.
- Increased 8×8 IVR Callback – The expiration time for callbacks has increased from six to 72 hours, providing customers with enhanced service.
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