8x8, 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.
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Define buttons, chat invites and popup forms that the customer will
see when a chat offer is made using the configuration tool.
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Manage the customer experience through a powerful scripting tool that
provides a new level of flexibility to decide when to offer chat,
which invitation to provide the customer and which chat form to use.
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Routing rules in the script identify the best agent or queue based on
information about the customer as well as the status of the contact
center.
2. Customer Connection Scripting: A single scripting environment
that manages interactions across all channels allows organizations to
build loyalty by providing a consistent customer experience.
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Proactively engage customers on the channel of their choice as you see
fit, or respond when they reach out to you.
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Connect customers to the right agent and arm that agent with the right
information to solve the customer’s problem quickly and efficiently.
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Ensure a consistent customer experience across all channels by
providing a single tool to define the flow of interactions via voice,
email, chat and 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.
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Includes flexible framework to handle every scenario such as what to
do when the agent is out of the office or on lunch break.
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Reporting and administrative tools to give supervisors insight into
direct interactions.
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Gives the agent power to provide custom greetings to key sets of
customers.
“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) 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.
Copyright Business Wire 2014