8x8 Drives Customer Success and Enhanced Contact Center Performance with New Supervisor Workspace
03 Agosto 2023 - 10:00AM
Business Wire
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced that since its launch in March 2023 8x8 Supervisor
Workspace has been successfully enabling organizations to improve
contact center performance and drive excellent customer
experiences. Adoption of the new 8x8 Supervisor Workspace is on
track to rival 8x8 Agent Workspace as one of the company’s fastest
new product adoptions ever. The value of 8x8 Supervisor Workspace
is quickly being recognized as it delivers a personalized,
performance-centric workspace that helps supervisors and their
teams using 8x8 Contact Center to enhance productivity, and empower
leaders with advanced real-time insights across customer
journeys.
“Contact center leaders wear many different hats, juggle
multiple applications and information streams, and often struggle
with maintaining visibility across the entirety of the
organization–all while facing the challenges of managing agent
performance in a hybrid world,” said Dave Michels, Principal
Analyst & Founder at TalkingPointz. “By taking a tailored
approach to the problem and unifying all the disparate data sources
into a single interface, 8x8 is helping enterprises and supervisors
improve agent performance and elevate the customer experience.”
8x8 Supervisor Workspace
8x8 Supervisor Workspace, is a purpose-built experience that
blends analytics, performance management, and team admin
capabilities into a single interface. The new interface saw over
10% adoption in its first week after launch and has already been
accessed by more than 50% of 8x8 Contact Center customers. The
powerful and intuitive, design-led user interface provides a
performance-centric management space for contact center leaders.
Key features include:
- Single pane of glass: consolidates visibility, insights,
and operations from across 8x8 Contact Center.
- Embedded trend analysis: presents supervisors with
instant insights to improve speed to correction and drive superior
performance in the contact center.
- Personalized environments: transforms how contact center
leaders can customize their workspace to manage teams and make
decisions based upon individual needs and priorities - no coding
required.
- User-friendly design and an intuitive interface:
accelerates on-boarding and allows supervisors to quickly ramp
up.
- Accessibility: provides full support for hybrid contact
centers and allows supervisors to work from anywhere, on any
browser.
Leveraging input from 8x8 Contact Center customers, 8x8
Supervisor Workspace provides personalized experiences that help
increase contact center efficiency while also enhancing customer
experiences:
- “On a daily basis, our supervisors and managers require access
to the latest information from myriad applications at their
fingertips to ensure they can properly drive contact center and
agent performance,” said Mark Weingarten, Vice President, Patient
Services at Affiliated Physicians. “8x8 Supervisor Workspace is an
easy-to-use solution that works out of the box. It will provide our
supervisors with optimized visibility of critical contact center
data in an intuitive manner, all within a single interface.”
“Modern, cloud-first contact center solutions are making it
easier for organizations and agents to improve customer
experiences–from AI-driven self-service and intelligent routing to
tools designed to help agents provide better service across any
channel and interaction. However, supervisors and team leads, who
are responsible for ensuring that agents are performing and
productive, have been unable to fully benefit from these advances
until now,” said Hunter Middleton, Chief Product Officer at 8x8,
Inc. “With 8x8 Supervisor Workspace, contact center leaders can now
get a holistic view across the organization from a single pane of
glass. Providing a personalized space that blends real-time agent
information and performance recommendations with customer journey
and business insights allows organizations to enhance agent
efficiency, performance, and customer engagement.”
8x8 Supervisor Workspace is a standard component of 8x8 Contact
Center delivered through the 8x8 XCaaS (eXperience Communications
as a Service™) integrated cloud contact center and unified
communications platform, which includes cloud contact center,
business phone, video meetings, team chat, and SMS capabilities.
8x8 XCaaS is a resilient, secure, and compliant platform, offering
the highest levels of reliability with a financially backed,
platform-wide 99.999 percent uptime SLA across an integrated cloud
UCaaS and CCaaS solution.
8x8 Webinar
View the “Have supervisors been left behind? How new innovation
will empower contact center leaders” on-demand webinar with Dave
Michels, Principal Analyst & Founder, TalkingPointz, and Dhwani
Soni, Global Vice President, Product Management and Design at 8x8,
to learn the unique challenges supervisors face, and how they can
be addressed by providing a composable workspace designed
specifically for contact center leaders. Visit the webinar page for
more information.
8x8 Blog
Read the guest blog post by Liz Miller, Vice President and
Principal Analyst at Constellation Research, about The Lost Art of
Being a Supervisor.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (eXperience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS built on
one global cloud communications platform. 8x8 uniquely eliminates
the silos between Unified Communications as a Service (UCaaS) and
Contact Center as a Service (CCaaS) to power the communications
requirements of all employees globally as they work together to
deliver differentiated customer experiences. For additional
information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter
and Facebook.
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™,
eXperience Communications Platform™ are trademarks of 8x8, Inc.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20230803034008/en/
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
8x8 (NASDAQ:EGHT)
Gráfico Histórico do Ativo
De Abr 2024 até Mai 2024
8x8 (NASDAQ:EGHT)
Gráfico Histórico do Ativo
De Mai 2023 até Mai 2024