8x8 Upgrades Virtual Call Center Platform

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VoIP provider 8×8 has unveiled Virtual Contact Center (VCC) 8.1, which the company says facilitates customer responsiveness and builds loyalty through personalized, omni-channel customer experiences.

8×8 says VCC 8.1 establishes direct, knowledgeable relationships between contact center agents and customers during every step of the buying cycle and throughout the life of the customer. Three key features are Proactive Web Engagement, Customer Connection Scripting, and Direct Agent Connect. 8×8 says they provide contact centers with an easy-to-implement framework for building customer satisfaction and generating increased revenue for their companies.

“Designing a consistent experience across multiple channels is key to building profitable relationships with customers, old and new. An important success factor is having the tools and processes in place to painlessly create these experiences,” said Sheila McGee Smith, principal analyst at McGee Smith Analytics. “Virtual Contact Center 8.1 brings sophisticated contact center functionality – such as a comprehensive multi-channel routing design environment and proactive Web chat – to an easy-to-implement cloud-based solution, significantly increasing the business value and ROI for new and existing 8×8 customers.”

8×8 sells through channel partners.

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