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News : 8x8 Reimagines the Contact Center with 8x8 Agent Workspace

#contactcenterworld, @8x8

Campbell, CA, USA, Mar 16, 2022 - 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced general availability of 8x8 Agent Workspace, a new 8x8 Contact Center composed experience transforming the contact center agent role. 8x8 Agent Workspace is a fully browser-based, design-led interface, delivering a tailored and intuitive experience that blends contact center and unified communications capabilities in a single application. 

"The pace of innovation in the customer experience sector is staggering. The need to stay on top of shifting customer demands requires CX leaders to deploy solutions that are adaptable and flexible," said Dave Michels, Principal Analyst and Founder of TalkingPointz. "8x8 Agent Workspace simplifies integrations and offers increased scalability. The web-based UI eliminates desktop software upgrades and supports distributed and hybrid office deployments. 8x8 clearly understands empowered agents have increased retention and customer satisfaction metrics."

"As contact centers make further advancements to support a work from anywhere environment, having a disconnected approach to communications and collaboration is not a winning strategy," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "With 8x8 Contact Center, organizations can leverage the full power of the 8x8 XCaaS platform, bringing together a comprehensive toolbox of composable employee and customer experience capabilities with the highest levels of reliability and security. 8x8 Agent Workspace makes it easier than ever for contact center agents to achieve maximum efficiency and effectiveness so that every customer interaction is a great one."

"8x8 Agent Workspace provides the modernization that our agents need in a contact center solution to enhance customer experiences," said Erin Warren, Customer Service Supervisor at ABC Home and Commercial Services, a US provider of home and commercial pest control, lawn care, and more. "The updated interface provides a clearer, easier to read display that allows our agents to easily navigate the interaction and locate any relevant information to quickly service customers."

"8x8 Agent Workspace provides an intuitive, simple user interface, delivering an experience that really understands a contact center agent’s day-to-day," said Gavin Moore, IT Support Consultant at Brent Council, the local authority for the London Borough of Brent in Greater London, England. "Our agents have found the redesign to be even easier to use and learn, enabling them to provide exceptional customer service from wherever they’re located."

"We are very happy with the new look and feel, and overall user experience of 8x8 Agent Workspace," said Amye Roberson, Customer Care Manager at Cingo, a U.S. home protection, home inspection, and pest service provider. "The updates made to 8x8 Contact Center not only provide modern visuals but allow us to easily continue providing our customers with exemplary, personalized experiences."

"8x8 Agent Workspace’s design is incredibly smooth and slick - it’s very easy to navigate and has a very modern look and feel," said Imran Haji, Senior Analyst at Mountain Warehouse, a British outdoor retailer selling equipment for hiking, camping, skiing, cycling, running, and fitness. "The ability to support multiple channels and calls in one interface, with easy navigational features helps boost our contact center agents’ productivity, allowing for more efficient customer engagements."

"As remote and hybrid work continues to grow, it’s important that our employees, including our contact center agents, have access to technology that allows them to be as self-sufficient as possible," said Lawrie Neal, System Administrator at National Express, a British multinational public transport company. "8x8 Agent Workspace was extremely easy for our agents to pick up right from the start. An incredibly straightforward, self-explanatory, and easy-to-use interface that really helped enhance their overall experience while aiding the delivery of better customer outcomes."

"Not only is the 8x8 Agent Workspace user interface clean and fresh, it also saves our contact center agents time and energy through its intuitive and easy-to-use design," said Paul Stagnitto, Director of Operations at Veritext, the U.S. leader in deposition and litigation support solutions. "The updated functionality allows our contact center agents to focus on providing exceptional customer service."

#contactcenterworld, @8x8

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


About Sky:
Company LogoSky is Europe's leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland. Sky has annual revenues of over £11 billion and is Europe's leading investor in television content with a combined programming budget of over £4.6 billion. The company employs 31,000 people and is listed on the London Stock Exchange (SKY).
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Today's Tip of the Day - Call-backs

Read today's tip or listen to it on podcast.

Published: Friday, March 18, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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