8x8 Adds Analytics Capabilities to VCC Contact Center Solution

The 8×8 (EGHT) Virtual Contact Center (VCC) solution now features analytics capabilities.

8×8 this week unveiled VCC Analytics as part of its new VCC release. VCC Analytics provide users with “unique insights into the customer experience, increased contact center efficiencies and advanced workflow optimization to better manage their contact center and increase customer loyalty,” according to the company.

VCC Analytics help contact center managers identify relationships and trends, 8×8 said. The VCC views show contact center agent performance across all groups and queues to monitor top and bottom performers, 8×8 noted, and highlight when increased call volumes start triggering abandoned calls.

“8×8’s Virtual Contact Center Analytics are the most sophisticated analytics available for the contact center,” an 8×8 spokesperson told Talkin’ Cloud. “8×8 not only has enhanced its reporting capabilities in this new release of VCC, but the company has also integrated an entirely new analytics layer that provides four highly intuitive topline dashboards that offer unique, actionable insights into the customer experience and agent productivity.”

In addition, 8×8 pointed out that its new VCC release includes co-browsing and virtual queuing capabilities; co-browsing enables contact center agents and customers to connect in real-time to view the same webpage, while virtual queuing gives customers the option to wait on hold or receive a callback when an agent is available.

Vik Verma, 8×8’s CEO, said VCC represents a “game-changer” for the contact center market because it ensures businesses can leverage “unified global contact center solution with worldwide presence.”

Businesses also should expect new contact center products from 8×8 in the future.

8×8 said it plans to integrate technologies from its recent acquisitions of DXI and Quality Software Corporation (QSC); both transactions were announced in May.

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