8×8 introduces new capabilities for contact centers

8×8, Inc. (NASDAQ:EGHT), a communications cloud provider, has announced new and enhanced capabilities for the 8×8 Virtual Contact Center® (VCC) solution, which will enable global midmarket and enterprise companies to better understand and respond to customer pain points, and also encourage closer collaboration among contact center agents and supervisors to improve the overall customer experience, the company said.

8×8 is meeting these business needs by introducing new Customer Experience Analytics and Post Call Survey features, as well as launching the next version of the 8×8 Quality Managementâ„¢ solution.

The new 8×8 Virtual Contact Center capabilities, now available in the US and U.K., bring enhanced reporting, and collaborative performance management capabilities to the solution.

By providing greater visibility into customer satisfaction, net promoter score and first call resolution, these features will allow midmarket and enterprise companies to identify potential issues more rapidly and respond more proactively thereby delivering improved customer engagement.

The 8×8 suite of award-winning, omni-channel cloud contact center solutions, including 8×8 Virtual Contact Center® and 8×8 ContactNowâ„¢, gives organizations the ease of use, flexibility, and scalability required to better serve customers. 8×8 provides companies of all sizes with a complete range of contact center capabilities, including analytics, quality management, workforce management, outbound dialing integrated with advanced unified communications and collaboration services to increase agent productivity while enhancing the overall customer experience.

8×8 combines unified communications, team collaboration, contact center, and analytics in a single, open and real-time platform. 8×8 eliminates information silos to expose vital, real-time intelligence across multiple clouds, applications and devices to improve individual and team productivity, business performance and customer experience.