Cloud Contact Centre
Cloud Contact Centre with Unified Communications from 8x8's X Series. Full communications solution, including telephony, voicemail; collaboration via web chat, video, email, IM, conference calls, data sharing, online meetings; call recording, customer analytics. Call plans, per user per month: UK local, national and mobile numbers. Universal Team Messaging. Increased productivity.
- Customer Journey Analytics: CRM; Customisable web wallboard/dashboards
- Contact Centre: Omnichannel, single platform; CRM, CTI. Free flexible training
- Quality Management: real-time dashboard reporting; agent scoring, screen recording
- Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
- CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
- VoIP, web chat, queuing, web callback requests, speech recognition
- CCaaS: call recording, screen capture, data stored in UK. Multilingual
- Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
- Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)
- Collaboration via online meetings, video chat/video calls/video conferencing
- Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
- Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
- Co-browse with customers to promote channel shifting, enhance customer service
- Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
- Interact on a customer's chosen contact channel: facilitate digital inclusion
- Scalable with limitless capacity. Can use existing contact centre hardware
- Peace of mind: extensive security, including Cyber Essentials Plus, ISO27001
- Secure, reliable built-in business continuity and disaster recovery
- Expedite and automate quality monitoring for a uniformly high-quality experience
- Distributed/ remote workforce act as a unified contact centre team.
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