8×8 Contact Center Helps Create Compelling Customer Experiences

 8×8 Contact Center helps create compelling customer experiences throughout the entire customer journey by leveraging insights and facilitating engagement with an immersive and total approach to customer experiences.  

WHO IS 8×8?

8×8 has been in the business since 1987, since then they have built their own full technology stack to have over two-hundred patents. They also have a global footprint, including deployment centers on five different continents.

As many of you are aware, expectations have changed forever due to COVID-19. Here is how 8×8 has been helping with all the change:

• Speed is the new competitive battlefield.
• Chat, SMS, social are becoming increasingly popular.
• Employees and customers expect instant information access.
• Data-driven content, relevance, proactiveness are the new norms.
• Scale, rate of technological change create complexity that requires simplification to manage.

They believe that powerful customer experiences happen by design. The right combination of platform extensibility and collaboration are required to:

• Support the Entire Journey – regardless of physical location, channel, application, and/or device
• Leverage Insights – from the customer journey to proactively enhance and simplify the agent and customer experience
• Facilitate Engagement – across the entire organization for an effective, immersive and total approach to CX

8×8 does all the above by using one cloud platform.

CONTACT CENTER

When it comes to Contact Center, they have a group of innovative technologies.

ROUTING

8×8 has several different Routing capabilities within their Contact Center Platform.

• Skills-based routing
• Dialer: predictive & preview
• Voice, chat, email, SMS, social media
• Direct Connect
  • Route to the same agent
• Intelligent IVR
  • ASR+NLP, AI-enabled self-service

Intelligent Routing is not intelligent unless you can simplify it and make it work for your organization. With 8×8’s intelligent routing, you get the following:

• Simplified set up with workflow builder
• Seamlessly handle all interactions through an intuitive workflow
• Holistic reporting across all channels
• Link multiple interactions to a single journey

ANALYTICS

8×8 offers customer journey mapping; this means they own the entire journey from the UC portion through the Contact Center portion. They can map all of this out for you.

• Customer journey mapping
  • Historical and real-time reporting
• Includes configurable dashboards and templates
• IVR journey analytics
  • Highlights opportunities to improve the CX

Here is how you can use reporting and analytics for more in-depth insights:

• Customize dashboards and wallboards using predefined widgets with drag-and-drop editing.
• Set thresholds to highlight in real-time areas outside of targeted boundaries.
• Expand agent visibility into their own performance.

WORKFORCE ENGAGEMENT MANAGEMENT

Workforce Engagement Management is what 8×8 uses to drive productivity and improve experiences.

• Empower supervisors to see a complete picture of the customer interaction.
• Highlight, save, and share specific moments of interactions using the Conversation Highlighter.
• Correlate customer survey data with quality data.
• Highlight common topics and categories with a graphical view; drill down to the details to learn more.

To learn more about 8X8 and take advantage of a comparison of 100s of other contact center solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

8×8 AND ARYAKA TOGETHER

 

WHY 8×8 AND ARYAKA?

Many people might be wondering why Aryaka and 8×8 have decided to partner together and why it works.

Two Acknowledged Leaders

• 8×8 Gartner UCaaS MQ Leader for 8 years
• Aryaka Gartner WAN Edge Infrastructure MQ Visionary and Customer Choice Awardee

Better User Experience and Performance

• Customers are increasingly reliant on UCaaS to drive enterprise efficiency and meet customer demands
• Underlaying WAN infrastructure must meet the demands of a flexible and dynamic enterprise while maintaining security and reliability

The combined technologies from two leaders in this space will provide enterprises with a fully optimized and comprehensive, best-in-class solution. This partnership delivers optimized access to 8×8’s regional UCaaS Points of Presence (PoPs) by leveraging the Aryaka backbone, eliminating packet loss, latency, and jitter that can occur with the public internet. It will improve user experience, support modern workstyles, video, and voice in the cloud. In addition, the MyAryaka cloud portal offers a real-time view of traffic management that includes monitoring and reporting on 8×8 performance. Ultimately, the joint offer delivers the flexibility, scalability, security, and ‘hands-off’ operation required by IT staff in a world where the one constant is change.

ARYAKA SMARTSERVICES

Aryaka provides an all-in-one SD-WAN, private backbone, and managed service solution, making procurement easier for customers interested in that model. Their SD-WAN includes WAN optimization to boost application performance, especially over long distances.

Last Mile Services are embedded in their Smartservices platform as well; they help mitigate last-mile internet issues.

8×8 PLATFORM

8×8 is the most reliable, most integrated path to the cloud. When you think of Unified Communications, you may be thinking about the basics of telephony, but with 8×8, it’s so much more. It is the intersection of employees and customer and the intersection of sales and service. It is the way work gets done in today’s world.

8×8 has created one platform, which allows you to mix and match licenses to your needs. This is the real strength of 8×8’s CPaaS and what they have been developing for years. It is a unique end-to-end system which they own and manage; it includes seamless integration to all the communications any organization might need, including voice, chat, video, and contact center. This platform is all in the cloud, so you’re not limited like on-prem systems, and you can roll out this flexible model to employees across the globe, wherever they are.

Together, 8×8 and Aryaka deliver:

• Superior voice, video and web conferencing quality with reduced jitter, latency and packet loss
• Maximize uptime of Virtual Office and Virtual Contact Centre due to guaranteed bandwidth from Aryaka’s service prioritization, traffic shaping, and bandwidth reservation algorithms
• Enterprise-grade access to 8×8’s services, through the Aryaka private network, minimizing service interruption and dropped calls
• Increased and assured QoS for all locations including even for those with poor-quality Internet links

To learn more about 8X8 and Aryaka and take advantage of a comparison of 100s of other UCaaS and WAN edge vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.