The customer experience
Many contact center solutions fail to connect all interaction types, presenting the agent with a complex, cluttered, and confusing desktop, making it difficult to address customer issues.
In addition to highly frustrating, complex user experiences, fractured views of the customer journey inevitably result in less-than-satisfactory experiences across the board.
8x8 corrects this challenge by providing a single, cohesive environment to handle all interaction channels and customer data. 8x8 Agent Workspace goes way beyond screen pops and integration of CRM data to allow the interface to act as an interaction hub for multiple data sources
Developed using universally friendly design patterns, 8x8 Agent Workspace is completely web-based and simple to use out of the box, offering a single pane of glass in which to present context across channels.
The result? Just ask Mountain Warehouse, an outdoor retailer selling equipment for hiking, camping, skiing, cycling, running and fitness. Founded in 1997, Mountain Warehouse has grown from a single outlet store to over 330 stores in the UK, Europe, New Zealand and North America.
“8x8 Agent Workspace’s design is incredibly smooth and slick—it’s very easy to navigate and has a very modern look and feel. 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.”
Imran Haji, Senior Analyst at Mountain Warehouse
The sentiment was echoed by the users at Veritext, an established market leader in litigation technology and legal service solutions for law firms, government agencies and enterprise corporations.
“Not only is the 8x8 Agent Workspace user interface clean and fresh, it saves our contact center agents time and energy through its intuitive and easy-to-use design. The updated functionality allows our contact center agents to focus on providing exceptional customer service.”
Paul Stagnitto, Director of Operations at Veritext
Perfect solution for remote/hybrid work environments.
8x8 Agent Workspace is also the ultimate solution for remote and hybrid work. Its intuitive interface allows agents to start using it immediately, just like they would use any other modern, digital interface helping to significantly reduce training times. And unlike other standalone contact center providers, 8x8 Agent Workspace integrates native collaboration tools for faster cross-company collaboration and customer issue resolution.
Additionally, agents using Microsoft Teams have access to 8x8 Contact Center for Microsoft Teams, which is certified by Microsoft. Today, more than 150,000 users rely on 8x8 for advanced communications for Teams. 8x8 Contact Center is also a Google Chrome Enterprise Recommended (CER) solution, providing additional flexibility for hybrid and remote deployments.
Beyond integration-friendly for more tailored agent and customer experiences
A powerful, integration-friendly and highly configurable backend supported by a micro-frontend architecture results in a superior agent experience that never goes out of style. This purposeful design approach means that contact center managers and supervisors can configure 8x8 Agent Workspace to support innovation as well as changing roles and customer expectations.
Ready to learn more?
8x8 is transforming the future of business communications with XCaaS™ (eXperience Communications as a Service™), eliminating the silos between UC and CC. 8x8 XCaaS is the only integrated platform for contact center, voice, video meetings, team chat, and CPaaS embeddable APIs.
Unlike multi-vendor environments, 8x8 XCaaS provides platform-wide reliability with a 99.99% uptime SLA, lowers costs, boosts employee productivity and customer engagement, and delivers intelligence through AI-powered experiences and insights.
When you partner with 8x8, your customers will benefit from a solution that is easy to implement, easy to manage, and right-sized for their business. You will benefit by growing your customer base, building new revenue streams, and increasing profits.