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  • 30 January 2020 11:34

8X8 Contact Center Adds Secure Payment Process and Quality Management Capabilities, Wins Customer Magazine 2019 Customer Experience Innovation Award

8x8 Contact Center enables companies to significantly boost agent engagement, collaboration, and productivity.

SAN JOSE, Calif.- Jan 29, 2020 - 8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform, today announced new capabilities for its 8x8 Contact Center solution as well as recognition from TMC, a global, integrated media company, which named 8x8 Contact Center as a 2019 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

With 8x8 Contact Center, companies can significantly boost agent engagement, collaboration, and productivity. The Winter ‘20 Release delivers new features and capabilities to further help companies, including inside sales teams, achieve meaningful gains in revenue, customer satisfaction and loyalty through:

· Strong support for compliance initiatives – 8x8 Secure Pay, a fully integrated, secure payment process option, provides an increased level of security for credit card handling while minimising agent effort.

· More efficient outbound campaign and number management – Enhanced dialer capabilities, including Dynamic List Management, automatically update dialing lists by pulling directly from the CRM system in real-time.

· Live monitoring of interactions on multiple screens - Expanded Quality Management capabilities maximise impact and provide managers and agents with a more efficient and convenient approach to coaching. Includes additional whisper, barge, and take-over enhancements.

“Secure, exceptional customer service is not optional today,” said Janice Rapp, Vice President of Product Marketing for Contact Center at 8x8, Inc. “Any business that has a vision for growth needs a reliable, secure solution that supports customers throughout their journey — regardless of channel — while at the same time growing their agents’ ability to deliver a great customer experience. 8x8 Contact Center provides our customers with everything they need.”

8x8 Contact Center is a complete standalone solution including ACD, IVR, digital channels, outbound dialer, reporting, customer experience analytics, quality management, speech analytics, customer surveys and knowledgebase, all delivered on one unified, secure, and reliable platform featuring single sign-on and centralised administration. Pre-built CRM integrations make it easy for agents to access and view customer data. 8x8 Contact Center also offers customers the freedom to use either their own PBX or take advantage of 8x8’s best-in-class Unified Communications as a Service (UCaaS) offering.

8x8 Honoured for Customer Service Technology Innovation

The 2019 Customer Experience Innovation Award recognises best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social.

“8x8 Contact Center has been selected for setting the standard in delivering world-class customer experiences across all channels,” said Rich Tehrani, CEO of TMC. “We’re pleased to recognise this achievement and know we will continue to see great innovation from 8x8 in 2020 and beyond.”

“We are honoured to receive TMC’s CUSTOMER magazine 2019 Customer Experience Innovation Award for 8x8 Contact Center,” added Rapp. “This award validates 8x8’s AI-centric and intelligent approach to helping companies drive engagement and loyalty by supporting every touchpoint throughout the customer journey.”

In addition to receiving the 2019 Customer Experience Innovation Award, 8x8 Contact Center recently won the 2019 CRN Tech Innovator Award, and was named as a Challenger in the 2019 Magic Quadrant for Contact Center as a Service, North America (i). This is the fifth consecutive year 8x8 has been recognised in this report.

Customer Contact Week

8x8 will be showing these new features and more at Customer Contact Week in Nashville, taking place January 28-31 in booth #118.

About 8x8, Inc.

8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit: www.8x8.com, or follow 8x8 on LinkedIn (https://www.linkedin.com/company/8x8/), Twitter (https://twitter.com/8x8) and Facebook (https://www.facebook.com/8x8Inc).

8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.

About CUSTOMER

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the customer experience, call/contact centre, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit: http://www.customer.tmcnet.com

About TMC

Through education, industry news, live events and social influence, global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. As a result, leading technology vendors turn to TMC for unparalleled branding, thought leadership and lead generation opportunities. Our in-person and online events deliver unmatched visibility and sales prospects for all percipients. Through our custom lead generation programs, we provide clients with an ongoing stream of leads that turn into sales opportunities and build databases. Additionally, we bolster brand reputations with the millions of impressions from display advertising on our news sites and newsletters. Making TMC a 360 degree marketing solution, we offer comprehensive event and road show management services and custom content creation with expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts. For more information about TMC and to learn how we can help you reach your marketing goals, please visit: www.tmcnet.com (http://www.tmcnet.com) and follow us on Facebook (https://www.facebook.com/tmcnetcom), LinkedIn (https://www.linkedin.com/groups/3878220/profile) and Twitter (@tmcnet).

[1] Gartner Magic Quadrant for Contact Center as a Service, North America,(https://www.8x8.com/resources/white-papers/gartner-ccaas-magic-quadrant)

Drew Kraus, Steve Blood, Simon Harrison, October 15, 2019.

Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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