Step 3

Explore the ways to embrace business continuity

The 8x8 approach to business continuity

Leveraging our global data centers, as well as Amazon and Oracle’s public cloud technology, 8x8 is able to house your data and solution with absolute security and compliance aligned to your business requirements. Finally, 8x8 provides full geo-redundancy and disaster recovery capabilities ensuring that no matter what the future brings, you are always able to deliver a differentiated experience to your customers.

The 8x8 Experience Platform includes:

HD-quality voice, backed by the industry’s first 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution
Global free calling zones
Geo-routing
High availability
Skills-based inbound voice

Auto dialer
Interactive Voice Response (IVR) and Virtual Agent for voice and digital channels
Secure voice calls (TLS & SRTP)
Expert Connect—connecting agents to expert colleagues
Queued call-back, web call-back
Composed experiences tailoring 8x8’s solution to specific roles

Ways to embrace business continuity

#1

Voice and telephony

You should expect nothing less than crystal-clear sound quality and iron-clad reliability from your voice contact service. But it should also facilitate collaboration for a mobile or geographically dispersed workforce.

Customers should also enjoy a quick connection to an agent with the power to resolve their issue, with a variety of features to manage call waiting and give customers a choice as to whether they wait, leave a message, or request a call-back.

#2

Context-rich customer engagement

Every customer has unique preferences for how to engage with your business. It pays to offer a full choice of digital engagement channels, while giving each agent instant, intuitive access to all them, as well as the ability to switch between them at will. One key to a great experience is making each customer feel known, recognised, and valued. With real-time on-screen access to their data and transaction history across all channels, your agents can provide the context-rich, joined-up experience every customer craves.

#3

Solutions for agent empowerment and elevated CX

Agent Workspace
Supervisor Workspace
Holistic reporting and analytics across all channels to aggregate information to deliver a single source of truth.
A simple, graphical interface for admins to build interactive responses and chat routing based on rules, times, or agent skills.
Flexible omnichannel routing or assignment options for any customer inquiry.