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News : 8x8 Introduces Frontdesk; New Unified XCaaS Experience Transforms the Receptionist Role for a Hybrid Workforce

#contactcenterworld, @8x8

Campbell, CA, USA, Sept 27, 2021 - 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced general availability of 8x8 Frontdesk, a new 8x8 XCaaS (eXperience Communications as a Service) composed experience for high volume call handling. 8x8 Frontdesk transforms the receptionist role by delivering a tailored experience and user interface that blends traditional unified communications and contact center capabilities. It provides call queuing and handling features that enhance productivity and personalize engagement for a hybrid work environment.

"Organizations don’t want cookie cutter, one-size-fits-all communications solutions for their distributed employees. They are looking for an agile solution that meets specific use cases, such as high volume call handling to easily connect customers, partners, and vendors with any employee at any time," said Zeus Kerravala, Founder and Principal Analyst at ZK Research. "8x8 XCaaS and the 8x8 Frontdesk solution addresses the changing requirements of receptionists and front desk staff, especially as they shift to a hybrid workplace."

"Instead of needing to switch from application to application, 8x8 Frontdesk provides us with complete, uninterrupted functionality across all 8x8 capabilities all from a single interface," said Andy Clark, IT Manager at Wansbroughs Solicitors, a modern commercial law practice in the UK. "8x8 XCaaS removes the silos our team was previously experiencing from disparate on-premises solutions, allowing them to work from anywhere, and 8x8 Frontdesk is very aligned with how our receptionist works."


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"8x8 Frontdesk provides us with the control and ownership of our call processes and messaging that we previously did not have," said Zak Litovchenko, Information Technology Support Specialist at Parasec, a secure document filing and retrieval service. "By integrating the solution with 8x8 Work, our team has experienced an uptick in productivity and efficiency."

"8x8 Frontdesk allows your team to easily answer, transfer, and manage your call queue from anywhere," said Tom Newell, Consultant at Charterhouse Group, an integrated solutions provider in the UK. "It is everything you could ask for - an intuitive look and feel, hands-free calling, and easy team management. The tailored experience will help meet the specific needs of your customers."

"8x8 Frontdesk provides a complete view of our call queues and staff, allowing me to easily manage our incoming calls and connect customers to the right people quickly to provide the best experience possible," said Amanda Thompson, Receptionist at Bayside Group, one of Australia’s leading recruitment and business service companies. "The intuitive user interface and capabilities increase call-handling efficiency, absolutely making my job easier."

"As businesses embrace hybrid work environments, the traditional receptionist or front desk role now requires the same flexibility and movability of any other role within the organization," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "By developing a purpose-built, native solution that leverages communications, collaboration, and customer engagement features from 8x8 XCaaS, 8x8 Frontdesk is empowering organizations to create a very personalized and empathetic experience for their employees and customers. This ensures that every first customer contact is a great one by eliminating traditional limitations and restrictions previously associated with this role."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 8x8 Inc.:
Company Logo8x8, 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.
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