Overview

8x8® Contact Center™ is an AI-powered, omnichannel platform designed to enhance customer experiences by integrating voice and digital channels. It enables businesses to deliver personalized, efficient, and secure interactions across various touchpoints.

Features and Capabilities

• Omnichannel Routing: Seamlessly manage customer interactions across voice, chat, email, and social media platforms, ensuring consistent service delivery.
• Agent Workspace: Provide agents with intuitive tools and a unified interface to efficiently handle customer inquiries and improve response times.
• Supervisor Workspace: Equip supervisors with comprehensive dashboards and analytics to monitor performance, manage teams, and ensure quality service.
• Analytics for Contact Center: Access real-time data and insights to assess contact center performance, identify trends, and make informed decisions.
• High-Volume Messaging: Engage customers through mass messaging capabilities, enhancing communication during peak times or for promotional purposes.
• AI-Enabled Self-Service: Implement intelligent virtual assistants and interactive voice response (IVR) systems to provide customers with self-service options, reducing the need for live agents.
• Workforce Engagement Management: Utilize tools for workforce optimization, including scheduling, performance management, and coaching, to boost agent productivity and satisfaction.
• Secure Payment Processing: Ensure secure and compliant handling of customer payments, maintaining trust and meeting regulatory requirements.