8x8 Revealed Next-Generation Capabilities for VCC Solution

By CIOReview | Friday, March 11, 2016

FREMONT, CA: 8x8, a premier provider of Enterprise Communications as a Service (ECaaS), has announced next-generation capabilities for its Virtual Contact Center (VCC) solution. The newly improved service enables enterprises, even small sized, to manage their global contact centers effectively, increase agent productivity and personalize every customer interaction.

VCC has now become the industry’s only cloud-based contact center solution that delivers powerful analytics, and provides a pre-built CRM integration tool which allows contact center managers to configure and tailor the agent and customer’s experience without requiring professional services.

The new analytics approach looks at contact center performance from the customers’ perspective to see what they actually experience when interacting with a company, providing valuable insight for improved customer service.

“VCC has helped us track calls and sales success rates, significantly increasing our revenue. With the new capabilities we look forward to additional insights that further improve customer experiences and agent performance," says said Greg Meyer, Director of Systems Integration, iCruise.

The new VCC capabilities offer a high level of integration and flexibility that enables even the smallest of contact centers to enjoy customer experience and agent productivity benefits. Its quality management tools are convenient to use, and offer functionality reserved for large call center environments.

The VCC platform integrates a sophisticated new capability, VCC EasyConfig – an out-of-the-box integration tool that gives contact center managers’ direct control over the agent experience at a level previously available only through costly programming or professional services.

For its global reach, the new platform can seamlessly connect an organization's international agents over a single platform with integrated presence, multi-lingual chat with automatic translation, call routing, reporting and management.

“8x8 is changing the way contact centers drive efficiency into their business and re-defining the customer experience across the full lifecycle,” said Darren Hakeman, SVP Product and Strategy at 8x8, Inc. “8x8 is the only company that offers high-value, enhanced contact center capabilities on a single cloud platform, ensuring our customers around the world have a unified global contact center solution with state-of-the-art presence.”