8x8 Brings New Video Functionality to 8x8 Contact Center for Elevated Customer Engagement
05 Outubro 2023 - 10:00AM
Business Wire
Native Capabilities Now Allow Contact Center
Agents to Elevate Customer Interactions Directly to Video from 8x8
Agent Workspace
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced the upcoming availability of native video functionality
for 8x8 Contact Center to enhance speed to resolution and overall
customer experiences. Contact center agents can now elevate
customer interactions to video directly within 8x8 Agent Workspace,
allowing customers to visually help agents troubleshoot issues
through their mobile devices. The new solution embeds 8x8 secure
video interaction capabilities directly into 8x8 Contact Center,
allowing organizations to easily and seamlessly add video for
enhanced first contact resolution.
“Before implementing 8x8, often customer interactions resulted
in us sending a technician to the site to assess and resolve a
housing repair or issue. This was time-consuming and costly,
especially if the customer issue didn’t require the need for onsite
support or the technician lacked the correct parts or equipment to
fix the problem during the first visit,” said Mohammed Zabir,
Director of Technology and Delivery at Platform Housing Group. “By
enabling our contact center agents to elevate customer interactions
to video support, 8x8 provides us with the opportunity to remotely
fix or re-evaluate 31% of issues quickly for a better, more
seamless customer experience. To further complement our contact
center agents, we also enable this solution across our front line
heating engineers allowing them to further diagnose faults remotely
with the customers. Remote support has saved both time and money on
both sides, and we consider that a huge win!”
Within specific industries, 8x8 customers have already realized
tremendous opportunities for enhancing customer support through the
use of video. In the UK Public Sector, housing association agents
are now offering tenants video sessions to view on site-issues and
resolve or assess routine maintenance service requests, while
insurance claims adjusters are able to offer video sessions so that
customers can show damaged property as part of the claims process
without having to wait for an adjuster to come onsite. In addition,
retail contact center agents are offering customers video sessions
to help them assemble items they’ve purchased, such as bicycles,
appliances, or furniture.
Key features and benefits of video functionality for 8x8 Contact
Center include:
- Ease of Use: the 8x8 XCaaS cloud platform enables
organizations to leverage 8x8's native video escalation
functionality for customer engagement with no integration
required.
- Unified Experience: Easily configurable and handled
within the 8x8 Agent Workspace solution, allowing contact center
agents to seamlessly transition an interaction to video within a
single, seamless flow of work.
- Mobile Experience: Customers can solve their issues
faster and easier from any location using a mobile device, by
clicking on an SMS to access video without having to download and
install additional software.
- Improved and Effective Support: Video interactions allow
agents to address complex issues more effectively, resulting in
improved first contact resolution and higher customer
satisfaction.
- Omnichannel Visual Engagement: Deliver service on the
customer’s channel of choice to visually collaborate with customers
in real time.
- Cost Savings: Previously, many complex customer issues
could only be resolved in person or through multiple interactions.
By enabling video elevation, when needed, organizations reduce the
cost of service while providing better customer support.
- Increased Brand Loyalty and Trust: The ability to easily
elevate customers to video enables agents to resolve issues more
rapidly, resulting in a superior customer experience and effortless
service.
“Video capabilities within the contact center offer a huge array
of possibilities for customer support, especially for specific
industries and use cases, minimizing the need for on-site visits,
saving time, and reducing overall costs,” said Hunter Middleton,
Chief Product Officer at 8x8, Inc. “By offering video functionality
natively in 8x8 Contact Center, we are providing organizations with
yet another tool for exceptional customer service and support.
Through the use of video, organizations can more quickly and easily
resolve complex customer issues in a secure and private medium, all
while saving money and creating a more seamless experience for
customers and agents.”
8x8 Contact Center is 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.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements. Readers
are cautioned that such forward-looking statements involve risks
and uncertainties that could cause actual events or our actual
results to differ materially from those expressed in any such
forward-looking statements. Readers are directed to 8x8’s periodic
and other reports filed with the Securities and Exchange Commission
(SEC) for a description of such risks and uncertainties. 8x8
undertakes no obligation to update any forward-looking
statements.
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 solution
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20231005879130/en/
Media: PR@8x8.com
Investor Relations: Investor.relations@8x8.com
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