8x8 Contact Center

One Stop for All Your Communications Needs

8x8 is unique in the industry with our ability to offer businesses of all sizes the full spectrum of communications capabilities from telephone services, through Unified Communications and conferencing and Contact Center Services. Make all of your communications options simple by using a cloud vendor who can meet all of your needs. 

8x8 Contact Center allows you to ensure that your customer will always get to the right agent, no matter where they are located, who can best solve their problem, on the channel of their choice. In addition 8x8 Virtual Office frees your employees from their desk with IP and mobile-based tools that allow them to work from the office, their home or wherever they may be. All of these capabilities seamlessly integrate with NetSuite’s solutions and as a result your company productivity will soar and your customer relationships will be taken to the next level.

Match Customers to the Right Resource

In the 8x8 Contact Center environment you can match customers to the agent who can best serve their needs by using the skills of each agent to decide which agent best meets the needs of each customer during each interaction. Prioritize customer interactions based on the value of your customers to ensure that you are providing the best service to ensure the maximum value from your best customers. 

While our routing and prioritization rules are very sophisticated, we focus on making things easy to allow the Contact Center Manager to define their own rules for matching customers to agents without requiring help from IT or your vendor. This allows companies the flexibility to respond to changing conditions quickly and ensure that you are providing the best service cost effectively.

Tight Integration with NetSuite

8x8 Contact Center integrates tightly with your NetSuite implementation. When a customer calls, their caller’s ID can be used as a key in the NetSuite database to look up customer and ticket information, and that information can be sent directly to the agent’s desktop. All of the agent’s tools for communicating with customers, supervisors and other agents are embedded directly in the NetSuite desktop. This maximizes the efficiency of your agents, saves you considerable costs and more importantly provides your agents with the sort of efficient experience that builds customer loyalty and increases the value of your relationships with your customers.

Manage Your Agents, Your System, and Your Customer Relationships

8x8 provides you the reporting and runtime administration capabilities to allow you to take full control of all of your customer interactions:

• Realtime system management – get the insight you need to know that you are serving your customers in the best way possible at all times. Easy to read and understand displays show you how your agents are performing and what level of service your customers are experiencing. Define your SLAs, get up to the minute feedback on your performance against them and be alerted when you are having problems.
• Historic Reporting: Fully customizable reporting that allows you to see exactly the information that is important to your business. Define what is important for your business and track how you are performing against the metrics that matter the most to you and your customers.
• Agent Management: Call Recording and Quality Management tools as well as Workforce Management capabilities to ensure you are getting the best performance from all of your agents. Easy to use and integrated directly into your system.

Easy to Learn, Efficient to Use

At 8x8 we spend a lot of time thinking about how you use our services and how to make them as intuitive, and easy to learn as possible. We also work to make them efficient for your power users. This means your deployments can happen quickly with minimal of training. Novices turn into power users in no time and the system is designed to make sure power users are as efficient as possible. 

All of this ensures that you are able to get up to speed and enjoy the benefits of your 8x8 system quickly and that you are maximizing the efficiency of all of your employees to ensure that you deliver the sort of service that builds customer loyalty, differentiates your brand from the competition, and maximizes revenue.