TACTICS & OPERATIONS

8×8 Debuts Single-Platform Cloud Global Contact Center Platform With Local Connectivity And Integrated Translation

Cloud-based unified communications and contact core options issuer 8×8, Inc. (NASDAQ:EGHT), remaining week introduced the launch of 8×8 Virtual Contact Center (VCC) Global. VCC Global is the first cloud-based contact core answer designed to join an organization’s global retailers over a single platform with built-in presence, multi-lingual chat with automated translation, name routing, reporting and management.

VCC Global eliminates the want to log into more than one contact core structures to manipulate visitors from special continents. With VCC Global, multi-national corporations with global contact facilities can:

Manage world name facilities via a single global platform with presence round the world and full visibility into the things to do of all dealers regardless of their location
Intelligently route interactions, along with chats with automated language translation, to marketers somewhere in the world to make certain clients can continually attain the individual who can fine clear up their problem
Take benefit of 8×8’s global presence thru facts facilities in the U.S., Canada, UK, Hong Kong and Australia to supply greatest name great thru localized name routing and service selection
Use the identical reporting and administration equipment for all agents, minimizing the want for separate cases of configuration and administration tools
Create agent groupings and queues except difficulty over the physical vicinity of the agents
“Managing a contact middle with retailers and clients allotted globally brings a complicated set of commercial enterprise challenges ranging from name first-rate to agent availability to reporting and administration,” stated Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan. “8×8 has as soon as once more proven the fee it places on optimizing the fantastic of voice interactions over its community with the introduction of its VCC Global offering.”

“This modern enhancement to its cloud-based contact middle answer now not solely eliminates the latency skilled when solely one information middle is accessible to route calls, it lets in corporations to maximize the productiveness and effectiveness of its marketers whilst enhancing first name decision with the aid of matching clients to the most excellent resource,” Jamison added.

 

Supporting clients round the world regularly creates issues for worldwide organizations. Most structures furnish solely one connection to the PSTN, requiring calls to be routed round the world even when each the agent and the caller are in the equal area. This frequently consequences in delays that can thwart global conversations, lowered name quality, and expanded costs. 8×8’s platform seeks to optimize worldwide name first-class for international contact facilities by means of the use of a proprietary geo-routing science alongside with 9 facts facilities to successfully join clients with logal marketers round the world thru constantly excessive high-quality interactions.

“8×8’s Virtual Contact Center Global demonstrates our endured dedication to the company’s Global Reach initiative which, to date, has resulted in the launch of our offerings platform at 9 worldwide records facilities in North America, Europe and Asia Pacific,” stated 8×8 CEO Vik Verma. “As our mid-market clients proceed to make bigger operations domestically and internationally, so too will our interior lookup and improvement efforts, such as our proprietary geo-routing name technology, that will allow our clients to habits commercial enterprise effectively and efficaciously somewhere in the world.”

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