Modern contact centres need to scale and seamlessly grow to cost-effectively react to market changes and new channels.
Cloud-based contact centres offer a building block approach – you can turn on what you want, when you want.
The flexibility of Cloud technology also means that you can work as you want and not as technology dictates. Traditional contact centre architecture tends to be divided into centralised or distributed. With a Cloud-based solution, organisations you can work as your customers need you to. The ability to add agents across centralised or distributed locations can make the difference between success and failure when responding to customer demand.
Cloud-based contact centres are independent of location, hardware, software and agent location. The benefits of this absolute independence include callers never receiving a dreaded engaged tone. Traditional premised based telephone systems are limited by the number of lines into the building and the number of agents available to answer those calls. Hosted contact centres have a huge capacity, meaning that customers will never hear a busy tone.
Cloud Unified Communications – a taste of what’s on offer
Because we work with you to select the system that best meets the needs of your business and your teams, lists of capabilities is not what we are about; we see these as simply tools to enable business brilliance for our customers.
However, for those who like a list and want to see the tools we provide, here are just some of the highlights from the different platforms we can provide.
Supervisor Desktop: A browser-based desktop which requires no software plug-ins or downloads. Agents and supervisors use the same desktop, but access different screens and functions based on their permissions.
Web-based Configuration Tool: Enables contact centre management without IT intervention. Authorised users can define hours of operation, create basic IVR scripts, and manage queues.
Skills-based Routing and CTI: Skills-based routing matches callers with agents who can meet their needs. CTI (computer-telephony integration) delivers caller information to the agent’s screen along with the call so the agent can provide more efficient, personalised service.
Supervisor and Inter-agent Communications: Web chat and broadcast notifications facilitate internal communications. Agents and supervisors can chat without putting callers on hold. Broadcast notifications allow supervisors to contact groups of agents simultaneously.
Interactive Voice Response (IVR): Enable customers to route themselves to the right agent or department using voice prompts. Managers can create their own basic IVR scripts or in some cases an optional eIVR (enhanced IVR) to offer more advanced self-service options.
Virtual Queuing and Web Callback: Instead of waiting on hold, customers can request a callback by leaving voicemail or completing a web form.
Outbound Dialing: Agents can place outbound calls to notify customers about the status of their order, purchase, or trouble ticket.
Chat Interaction: In addition to calling, customers can request support via chat, giving them multiple communication options.
Frequently Asked Questions (FAQ) Knowledgebase: An FAQ database turns every agents into an expert and ensures customers receive accurate, consistent information. Agents can email answers to customer questions.
Wallboards: Quickly check the status of your queues to see whether you’re meeting service level agreements (SLAs). Move agents from one queue to another when necessary. Access the wallboard from your wall, desktop or iOS/Android smartphone or tablet.
API Support: Gain access to call information, customer data, and real-time reports. Our streaming API enables you to integrate CRM capabilities into your 8×8 Virtual Contact Centre.
Email Interaction: Allow customers to contact you via email and manage these interactions using 8×8’s CRM/ticket management system.
CRM Integrations: Integrate your contact centre with a third-party CRM solution such as Zendesk, NetSuite, Salesforce, Zoho or Microsoft Dynamics.
Desktop Collaboration: Give agents another powerful support tool by allowing them to remotely control customer desktops.
Campaign Dialer: Efficiently manage sales and marketing campaigns. Track which customers have been contacted and the outcome of the interaction.
Call Recording: On-demand or random call recordings help in coaching agents. Easy recordings management and retrieval.
Let us walk you through the various features available on the platforms we recommend