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8x8 release blends contact centre and unified comms solutions
Fri, 18th Mar 2022
FYI, this story is more than a year old

8x8 has announced general availability of 8x8 Agent Workspace, a new 8x8 Contact Center composed experience designed to help transform the contact centre agent role.

8x8 Agent Workspace is a fully browser-based, design-led interface, delivering a tailored and intuitive experience that blends contact centre and unified communications capabilities together in a single application, the company states.

8x8 Agent Workspace leverages 8x8 XCaaS (eXperience Communications as a Service), a single-vendor platform which includes fully integrated, cloud native contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities.

8x8 Agent Workspace is intuitive, developed using universally friendly and familiar design patterns that allow agents to begin using it immediately, as they would any other modern, digital interface, the company states.

Quick access to native communication and collaboration tools, including 8x8 Work, is also available from within the agent interface, making a useful solution for remote and hybrid work environments.

8x8 Agent Workspace features include:

  • Intuitive design: Universally familiar interface that is simple to use out of the box.
  • Browser-based: Supports remote and hybrid work environments.
  • Omni-channel: Support for voice and digital channels (chat, email, SMS, social media, messaging apps).
  • Single pane of glass: Presents context across channels for faster, personalised customer experience, and streamlined navigation that saves time and prevents user error.
  • Journey focused orchestration: Provides more seamless experiences across channels, including automated workflows to present agents only what they need, when they need it.
  • Configurable, role-based interface: Offers simple supervisor/admin control, complete with design elements to reduce cognitive load and maximise efficiency.
  • Integration-friendly approach: Unifies presentation of multiple CRM/data sources.
  • Enhanced delivery: Intelligence to deliver zero-click real-time agent assist, proactive intelligence/ next best action, and prescriptive coaching recommendations featuring 8x8's integrated quality, coaching, and interaction analytics solution.

8x8 chief product officer Hunter Middleton says, “As contact centres make further advancements to support a work from anywhere environment, having a disconnected approach to communications and collaboration is not a winning strategy.

"With 8x8 Contact Center, organisations 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 centre agents to achieve maximum efficiency and effectiveness so that every customer interaction is a great one.

Overall, according to the company, 8x8 Agent Workspace provides a cohesive, contextual environment to handle all channels and customer data, and offer streamlined navigation and automated workflows to prevent user error.

In addition, its micro front-end, intelligent design approach offers a configurable, integration-friendly user interface that goes beyond simple CRM integrations and screen pops.

This approach allows 8x8 Agent Workspace to scale to support evolving third party tools, empowering agents with a single pane of glass to manage interactions and deliver more personalised and effective customer experiences.