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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 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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Today's Tip of the Day - Connectivity

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

Published: Friday, March 18, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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