Discover the essentials your teams need to be productive
8x8 Contact Center, built on the 8x8 Experience Communications Platform, offers an omnichannel solution (voice, email, chat, SMS, social media, messaging apps) allowing you to engage with customers in their channel of choice, and unify communications across the business.
We also enable you to incorporate cutting-edge unified communications features (patented award-winning voice, messaging, audio, and video meetings) that can benefit your entire workforce, not just contact centre agents.
This powerful unified system of engagement is combined with a unified system of intelligence that transforms the impact of your contact centre and business data through intelligent and actionable insights and analysis.
Future-proof your investment with secure evergreen updates at regular intervals that keep your business users safe, reduce risk, and improve operational efficiency.
With our flexible licensing model and infinite scalability, your contact centre can grow along with your business (new agents can be added on demand), allowing you to invest once and use forever.
Thanks to a system of open APIs, 8x8 is designed to integrate fully into your existing way of operating, connecting securely to other internal systems as well as vital third-party apps and technology.
8x8 is quick and “capex-lite” to deploy, with little in the way of additional hardware. Our dedicated team can get you up and running in a way that suits your needs and timelines, without disruption to business as usual.
X Series service plan users enjoy round-the-clock technical and customer support, with a dedicated account manager and regular review meetings to keep your platform running optimally for your requirements.
The right contact centre platform will supply the features and channels that your business needs to connect with customers and deepen relationships. But it should also do much, much more.
With sophisticated data management and analytics you can provide more context-rich interactions that make customers feel recognised and valued. Flexibility is also key: your solution should enable you to access new channels and features easily as soon as your business needs them. A good cloud-based contact centre should also be able to integrate with the third-party solution of your choice, such as: AI-powered chat bots and Agent Assist, Workforce Engagement Management solutions, and CRM applications.
Look for a cloud-based contact centre that’s highly customisable, with a range of service packages that you can choose from, according to the needs of your organisation and in a way that’s cost-effective for you. Simple per-user billing will allow you to switch an employee from one package to another as required.
To keep your employee experience as consistent as your customer experience, it’s also worth checking that your supplier provides desktop and smart apps for all employees (not just contact centre teams).
Some providers might charge extra for this, so watch out.
All 8x8 Contact Center plans provide users with a single, intuitive interface, ensuring maximum mobility. 8x8 Experience Communications Platform plans include:
The X6 package gives your agents sophisticated tools to manage and enhance customer interactions that are mainly voice-based. It also offers key unified communications functionality like video meetings and messaging to maximise internal collaboration, while integrating seamlessly with common customer relationship management (CRM) applications.
This package takes the features of X6 and extends the agent interface to include digital channel customer access. It also includes support for 8x8 APIs and CRM integrations for the most-used platforms. Agents with X7 can not only respond to multiple incoming digital channels such as web-chat, email, messaging, SMS, and social media, they can also see customer data via pop-ups for supported CRM systems. Additionally,agents can help customers visually with the ability to co-browse,and even elevate customers to video interactions.
X8 is designed to help you transform customer engagement with the power of sophisticated AI, this package comes complete with a full suite of analytics, integrations, and cutting-edge functionality like co-browse, quality management, interaction analytics, and outbound predictive dialling.
Not all cloud-based contact centres are created equal. With the bar for keeping both customers and employees happy constantly being raised, you need a potent combination of omnichannel contact centre capabilities, usability and flexibility to deliver the rapid, personalised service customers expect.
The best contact centre solutions will offer a full feature set that includes applications such as: omnichannel routing of live channels, intuitive interfaces, AI-powered chatbots, and workforce engagement management applications. They will also allow contact centre agents to connect and collaborate easily with subject matter experts across the organisation using presence capabilities to solve even the most complex customer problems in real time.
The 8x8 Experience Communications Platform is a robust and secure cloud-native solution built to fully enable the contact centre agents, supervisors, as well as subject matter experts and knowledge workers, regardless of where they work. All functionality is accessible through a single web-based interface, delivering a unified experience across devices and locations.
