8×8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform, today announced new capabilities for its 8×8 Contact Center solution as well as recognition from TMC, a global, integrated media company, which named 8×8 Contact Center as a 2019 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.
With 8×8 Contact Center, companies can significantly boost agent engagement, collaboration, and productivity. The Winter ‘20 Release delivers new features and capabilities to further help companies, including inside sales teams, achieve meaningful gains in revenue, customer satisfaction and loyalty through:
- Strong support for compliance initiatives – 8×8 Secure Pay, a fully integrated, secure payment process option, provides an increased level of security for credit card handling while minimizing agent effort.
- More efficient outbound campaign and number management – Enhanced dialer capabilities, including Dynamic List Management, automatically update dialing lists by pulling directly from the CRM system in real-time.
- Live monitoring of interactions on multiple screens – Expanded Quality Management capabilities maximize impact and provide managers and agents with a more efficient and convenient approach to coaching. Includes additional whisper, barge, and take-over enhancements.
“Secure, exceptional customer service is not optional today,” said Janice Rapp, Vice President of Product Marketing for Contact Center at 8×8, Inc. “Any business that has a vision for growth needs a reliable, secure solution that supports customers throughout their journey — regardless of channel — while at the same time growing their agents’ ability to deliver a great customer experience. 8×8 Contact Center provides our customers with everything they need.”
8×8 Contact Center is a complete standalone solution including ACD, IVR, digital channels, outbound dialer, reporting, customer experience analytics, quality management, speech analytics, customer surveys and knowledgebase, all delivered on one unified, secure, and reliable platform featuring single sign-on and centralized administration. Pre-built CRM integrations make it easy for agents to access and view customer data. 8×8 Contact Center also offers customers the freedom to use either their own PBX or take advantage of 8×8’s best-in-class Unified Communications as a Service (UCaaS) offering.
8×8 Honored for Customer Service Technology Innovation
The 2019 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social.
“8×8 Contact Center has been selected for setting the standard in delivering world-class customer experiences across all channels,” said Rich Tehrani, CEO of TMC. “We’re pleased to recognize this achievement and know we will continue to see great innovation from 8×8 in 2020 and beyond.”
“We are honored to receive TMC’s CUSTOMER magazine 2019 Customer Experience Innovation Award for 8×8 Contact Center,” added Rapp. “This award validates 8×8’s AI-centric and intelligent approach to helping companies drive engagement and loyalty by supporting every touchpoint throughout the customer journey.”
In addition to receiving the 2019 Customer Experience Innovation Award, 8×8 Contact Center recently won the 2019 CRN Tech Innovator Award, and was named as a Challenger in the 2019 Magic Quadrant for Contact Center as a Service, North America.¹ This is the fifth consecutive year 8×8 has been recognized in this report.
Customer Contact Week
8×8 will be showing these new features and more at Customer Contact Week in Nashville, taking place January 28-31 in booth #118.
About 8×8, Inc.
8×8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8×8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, Twitter and Facebook.
8×8® and 8×8 X Series™ are trademarks of 8×8, Inc.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the customer experience, call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
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 Gartner Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, October 15, 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.