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8x8 Simplifies Customer Engagement Process With New, Out of the Box Enhancements to Cloud Contact Center OfferingSAN JOSE, Calif. --(Business Wire)-- 8x8 (News - Alert), Inc. (NASDAQ:EGHT), a provider of cloud-based contact center, unified communications and collaboration services, today announced the release of Virtual Contact Center (VCC) 8.1, the latest version of its award-winning, cloud-based contact center solution that allows companies to increase customer loyalty and revenue by delivering a personalized, proactive customer engagement experience. VCC 8.1 facilitates the establishment of direct, knowledgeable relationships between contact center agents and customers during every step of the buying cycle and throughout the life of the customer. Three key out of the box components of this new release - Proactive Web Engagement, Customer Connection Scripting, and Direct Agent Connect - provide contact centers with an easy to implement framework for building customer satisfaction and generating increased revenue for their companies. "Designing a consistent experience across multiple channels is key to building profitable relationships with customers, old and new. An important success factor is having the tools and processes in place to painlessly create these experiences," said Sheila McGee Smith, Principal Analyst at McGee Smith Analytics. "Virtual Contact Center 8.1 brings sophisticated contact center functionality - such as a comprehensive multi-channel routing design environment and proactive web chat - to an easy to implement cloud-based solution, significantly increasing the business value and ROI for new and existing 8x8 customers." 8x8 Virtual Contact Center 8.1 features the following enhancements: 1. Proactive Web Engagement: Increase sales close rates on the web by bridging the gap between web self service and live agent interactions by sending an offer for a chat interaction based on behavior on the web.
3. Direct Agent Connect: Out of the box capabilities that enable direct connections between agents and high value customers to build strong sales and support relationships with key customers; critical for complex sales transactions like a real estate purchase, or refinancing a house, where the customer might need to interact with their sales representative several times over the course of the transaction.
"In a world where consumers control how and when they engage with the companies they do business with, having an effective, multichannel customer engagement strategy is an imperative businesses can't ignore," said 8x8 Sr. Vice President of Product & Strategy Darren Hakeman. "Virtual Contact Center 8.1 brings together all of the capabilities and tools businesses need to ensure successful customer interactions packaged in the fastest to deploy, easiest to use cloud-based solution available." About 8x8, Inc. 8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and reliable cloud-based unified communications and virtual contact center solutions to more than 40,000 small, midsize and distributed enterprise organizations operating in over 40 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premise PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS (News - Alert)) alternative, encompassing cloud business phone service, contact center solutions, and web conferencing. For additional information, visit www.8x8.com, or www.8x8.com/UK or connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.
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