Campbell, CA, USA, Oct 5, 2023 - 8x8, Inc. (NASDAQ: EGHT), an integrated cloud contact center and unified communications platform provider, announced the upcoming availability of native video functionality for 8x8 Contact Center to enhance speed to resolution and overall customer experiences. Contact center agents can now elevate customer interactions to video directly within 8x8 Agent Workspace, allowing customers to visually help agents troubleshoot issues through their mobile devices. The new solution embeds 8x8 secure video interaction capabilities directly into 8x8 Contact Center, allowing organizations to easily and seamlessly add video for enhanced first contact resolution.
"Before implementing 8x8, often customer interactions resulted in us sending a technician to the site to assess and resolve a housing repair or issue. This was time-consuming and costly, especially if the customer issue didn’t require the need for onsite support or the technician lacked the correct parts or equipment to fix the problem during the first visit," said Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group. "By enabling our contact center agents to elevate customer interactions to video support, 8x8 provides us with the opportunity to remotely fix or re-evaluate 31% of issues quickly for a better, more seamless customer experience. To further complement our contact center agents, we also enable this solution across our front line heating engineers allowing them to further diagnose faults remotely with the customers. Remote support has saved both time and money on both sides, and we consider that a huge win!"
"Video capabilities within the contact center offer a huge array of possibilities for customer support, especially for specific industries and use cases, minimizing the need for on-site visits, saving time, and reducing overall costs," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "By offering video functionality natively in 8x8 Contact Center, we are providing organizations with yet another tool for exceptional customer service and support. Through the use of video, organizations can more quickly and easily resolve complex customer issues in a secure and private medium, all while saving money and creating a more seamless experience for customers and agents."
Posted by Veronica Silva Cusi, news correspondent
About 8x8 Inc.:
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
Published: Friday, October 6, 2023
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