8X8 Contact Center is a multichannel cloud-based solution with basic features, such as a programmable IVR tool for greeting customers, automatic queuing and routing of inbound inquiries, skill-based routing of inquiries to the appropriate call center agents, browser-based agent console, multimedia management, real-time monitoring and reporting, internal chat, voice recording and logging, historical reporting, contact and case management tools, and integration with popular third-party Customer Relationship Management (CRM) tools. Further, 8X8 Contact Center includes customer journey analytics capabilities that offer insight into customer experience and cloud-native quality management tools, which help contact center managers evaluate every customer interaction. The cloud-based 8X8 Contact Center solution is offered in 4 editions for different client requirements; Digital - webchat and email channels packaged and targeted for digital customer service teams. It includes proactive chat and co-browse capabilities; Standard – a voice-only offering that enables voice customer engagement with effective routing, reporting, and standard self-service; Pro - a complete omnichannel solution, including enhanced self-service for speech-enabled menus and prompts; Ultimate – it includes quality management and preview campaign dialer capabilities in addition to everything in the Pro edition.
USP : 8X8 Contact Center products – Virtual Contact Center and ConnectNow. Virtual Contact Center is a suite of cloud-based Software as a Service (SaaS), powered by the company’s single, cloud-based proprietary platform, 8x8 Communications Cloud.
Use Case Maturity
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Asia-Pacific , Europe , North America , Latin America
8X8 INC Presence in Contact Center Analytics Solutions
8x8 is an established cloud-based enterprise communication solution provider with a global presence across various industries. It focuses on strengthening its expertise in contact center communication and analytics domain through organic as well as inorganic growth strategic initiatives. The company extensively adopts inorganic growth strategy, including partnerships, acquisitions, and expansions, to broaden its customer base and strengthen its product portfolio. The recent initiative in this pursuit was its partnership with Jenne, Inc., a value-added distributor of technology products and solutions focusing on voice, video, data networking, premise security, and cloud, in March 2017. This partnership would help expand the company’s mid-market and enterprise customer base in the US through a value-added distribution model. Further, 8x8 expanded its global presence with new investments in Europe, APAC, and Latin America to support the growing demand from global and distributed mid-market and enterprise customers, in July 2016. With a focus to enhance its contact center software solutions, 8x8 acquired certain assets of Quality Software Corporation (QSC) and 2 affiliated companies, in June 2015. With the acquisition of the QSC business, 8x8 expanded its pure cloud contact center portfolio to include innovative quality management capabilities. Apart from inorganic strategies, the company focuses on its R&D activities to boost its existing product portfolio, as well as to introduce new solutions in the contact center analytics market. In this pursuit, the company launched 8x8 ContactNow, an intelligent, scalable, and easy-to-use cloud contact center solution for teams, which enables teams to be more efficient and productive by providing advanced contact center capabilities for improved customer engagement, all at an affordable cost. 8x8 delivers its solutions to SMEs and mid-market enterprises through both direct and channel sales strategies, and serves its customers in over 100 countries, through 12 data centers that cover 7 dispersed regions – the US, Canada, the UK, Continental Europe, Singapore/Asia, Australia, and Philippines, thus helping provide superior call quality to customers worldwide. In addition, the company has R&D and engineering facilities, as well as outsourced consultants in San Jose, California; London, England; Cluj; and Romania.