8x8 Virtual Contact Center
Powerful, easy to use hosted call center solution
8x8 Virtual Contact Center is a hosted call center solution that delivers
greater agent productivity and flexible call center management, at a
fraction of the cost of traditional call center solutions. The 8x8 Virtual
Contact Center works with 8x8 Virtual Office VoIP phone service to give
you an easy-to-use yet extremely powerful contact center.
8x8 for Call/Contact Centers
8x8 Virtual Contact Center is a full-featured, enterprise-class contact center for businesses of all sizes.
With 8x8 Virtual Contact Center, you don’t have to worry about expensive hardware, software, training, and administrative costs or integration headaches. 8x8 Virtual Contact Center’s on-demand platform delivers world-class contact center functionality without the need for specialized premises-based infrastructure. With 8x8 Virtual Contact Center, your agents, supervisors, and system administrators require nothing more than a web browser and a phone (or softphone) to use the service.
These simple requirements enable agents to be deployed cost effectively, regardless of their location. Its minimal infrastructure and centralized management make it the ideal solution for blending in-house and offsite or multi-site agents.
8x8 Virtual Contact Center includes multimedia routing and reporting (voice, voicemail, email, chat, and fax) so you can connect with customers and prospects in whatever manner they prefer.
8x8 Virtual Contact Center
services include:
• Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax
• Skills-based routing allows transactions to be distributed based on skill level (high, medium, or low skill level)
• An easy-to-use customizable IVR • Contact and case management tool • Computer telephony
integration (CTI) • Real-time Monitoring
• Historical and on-demand reporting
Optional services include:
• Customizable CRM solution provides up to 60 user-defined fields to manage customer data. • Recording service allows you to
specify percentage of calls to be recorded by agent and/or queue. • API for integration with Netsuite,
Agents Anywhere
Agents at home or in the office, local or offshore are all handled in a uniform manner. Agent, supervisor, and administration GUIs are all securely accessible from anywhere in the world through a standard web browser with a high-speed Internet connection. The Agent Desktop provides office and ACD phone features such as multiple lines, conference, transfer, hold, mute, record, ready, after-call work, break, etc. with just a phone or softphone.
Call Queue and Skills-based Priority Routing
• Each incoming dialed number can have its own IVR/routing script or share a script with another incoming number.
• A script can provide different routing strategies based upon the time-of-day, day-of-week and specific dates.
• An incoming call script can solicit DTMF input and/or use dialed number and calling line-ID to make a direct routing decision. Alternatively, this information can be used to check the Virtual Contact Center database or an external database to make a routing decision. • The Contact Center can check if the queue is overloaded. If the queue threshold or overload
is met, the call, chat or email can be routed differently.
• Contact Center phone queues may offload inbound calls into voicemail if the queue gets overloaded.
• Inbound calls are routed to the agents with the highest skill level. If those agents are logged out, busy or otherwise unavailable, the call goes to the medium-skilled agents, and then the lowest-skilled agents.
Customizable IVR
The service includes IVR (Interactive Voice Response) capabilities managed through a web administrator interface. The IVR supports multi-tier menus, customer-entered digits, queue look-ahead logic for number of calls in queue and expected wait time.
A key benefit of 8x8 Virtual Contact Center’s built-in IVR is its ease of use. 8x8 Virtual Contact Center provides the tools to easily manage schedules, prompts, announcements, database dips, skills and priorities.
• Upload, select, and review: prompts, in-queue waiting music, and voicemail prompts • 100% configurable through web browser interface
• Create/modify IVR scripts with local and remote host data dips
• Set up schedule variables with time of day/day of week with alternate greetings and holiday exceptions
• Create routing scripts using caller data (caller ID) and make a routing decision based on results
• Play greetings based on contact center status and loads
• The 8x8 Virtual Contact Center IVR has the ability to pass through the following values and make a routing decision:
– Numbers (e.g. account numbers) – Currency (e.g. account balances) – Dates
– External variables 1 and 2
The use of external variables allows queries to be made to external resources such as another CRM from your IVR script.
8x8 Virtual Contact Center’s built-in IVR uses a point and click interface that allows each customer to create and modify their own scripts.
Multimedia Queue Management Tools
Advanced Service Level Alerting
8x8 Virtual Contact Center supports separate service level objectives for each queue. Service level notifications can generate emails whenever a target SLA is not met. This also extends to case management. If cases are stalled or have no activity, an email alert can be triggered to notify a group of supervisors or administrators.
Queued Phone Calls
8x8 Virtual Contact Center allows customized audio files to be uploaded for in-queue waiting music. Phone queues also feature overload process rules which enable calls to follow an overload script if no agents are available, or if a predefined queue threshold has been reached. These overload scripts allow further action such as forwarding the call to voicemail or to an overload menu.
Queued Chat Sessions
Chat sessions initiated from a web page link are queued and distributed to agents.
Queued Email
Email scripts can be created to intelligently route emails based on sender, recipient, keywords in subject line, and lookup CRM values/data. They are also scanned for viruses and spam. These emails are placed into a queue and dynamically created as “Customers” and “Cases” and automatically assigned a new case number once accepted by the agent.
Queued Fax Sessions
8x8 Virtual Contact Center supports queued faxes through a third-party Internet fax service which sends the fax to an email address configured for the Virtual Contact Center. This service requires the custom CRM solution.
Queued Voicemail
Contacts and Case Management Tool
A basic Contacts and Case Management Tool solution is included for customers who need a simple yet effective way to manage their contacts and cases. A centralized repository of customer data ensures that agents have current information at their fingertips, regardless of the communication source.
Screen pops are based on information gathered from Caller ID, DTMF digit selection through the IVR, or information pulled from the CRM.
Basic Contacts and Case Management Tool
CRM Integration
8x8 Virtual Contact Center also offers out-of-the-box integration with NetSuite, Salesforce.com, Zendesk, Zoho and Microsoft Dynamics through the optional web API: • Single Sign-on — Don’t worry about logging into two separate applications! Just sign into
8x8 Virtual Contact Center and we’ll bring up your NetSuite, Salesforce.com, Zendesk, Zoho or Microsoft Dynamics application.
• Click to Dial — Save time by easily contacting your customers by clicking on a phone number inside a Contact record.
CTI (Computer Telephony Integration)
8x8’s built-in CTI allows you to leverage telephone functionality using virtually any web-based API. We’ve also built out-of-the-box CTI integrations to leading CRM products, meaning there’s no need for expensive third-party software or hardware. The 8x8 CTI includes:
• Coordination of telephony and data delivery to the agent via screen pops
• Control of telephone functionality directly from the desktop (transfer, mute, conference, etc) CTI Benefits
• Improves productivity as agents can immediately identify the caller and access their information
• Increases customer satisfaction since customers no longer need to repeat information should they be transferred.
Call Recording
Call recording is an optional feature within Virtual Contact Center. Selectable criteria for recording are 1) percentage of calls by skill, 2) percentage by agent ID inbound and/or outbound and 3) on demand using a button on the agent toolbar. Recordings are indexed and viewable from any authorized supervisor position. Individual recordings can be played back or saved to disk as .wav files. A secure FTP site is provided to download recordings in bulk. Recordings are removed once the recording storage space has been consumed. The newest recording will overwrite and replace the oldest recording. The SFTP server allows users to bulk download files and store them locally, to ensure nothing is lost.
8x8 Virtual Contact Center records conversations based on any and all of the following criteria:
• Percent of calls handled by a particular queue • Percent of calls handled by a particular agent • Percent of direct calls to a particular agent
• Percent of outbound calls made by a particular agent • On demand from the Agent Desktop
Other recording benefits:
• Monitor quality assurance by recording calls
Robust Reporting and Monitoring
8x8 Virtual Contact Center uses a browser-based Agent Desktop to present and control agent interaction. No client software installation is required.
Agents can view the status of other agents within the Agent Desktop. Agents and supervisors can view the status of their queues. Supervisor logins show greater detail such as monitoring and reporting options. In addition, the Agent Desktop will present transaction details: who’s calling, the number they dialed, the queue selected, and the wait time in the queue.
Agent Desktop displaying customer contact information for an
incoming transaction
Supervisor monitoring capabilities available with our solution include the following: • View current status of all agents
• Listen in and/or view the live interaction status • Join the interaction
• Receives the same screen pop data that the agent receives • Supervisor can see attached data associated with agent call
The supervisor is presented real-time information and tools needed to track agent efficiency as well as queue efficiency.
Real-Time Monitoring
Real Time Agent and Queue Monitoring
Supervisor positions are able to see the real-time status of their agents and the time the agent has been on a particular status. They are also able to see the number of calls in progress, the number waiting, and the longest waiting call per queue/skill. Supervisors have access to real-time service level screens and real-time agent status graphs indicating the percentage of time in various states (e.g. on call, waiting, after work, on break, etc.).
Real-time Display Window
• Queue Management Statistics • Agent Management Statistics
• Agent activity bar graph last 30 minutes • Agent activity bar graph all day
Live Call Monitoring
Authorized supervisors can monitor live agent calls from any location. A supervisor uses a web browser to pick an agent to monitor. The system calls the supervisor’s phone with the call in progress and the microphone muted. Buttons allow the supervisor to barge-in, select another agent, or quit monitoring. Supervisors have scoped visibility to monitor and playback recordings only within their own agent groups.
Historical Reporting
8x8 Virtual Contact Center provides 37 standard reports with extensive filtering capabilities. Reports are generated on demand and can be selected by date interval, agent groups, queues and media type. Reports are accessible though the supervisor Agent Desktop and are delivered in Excel-compatible formats or through the Contact Center Historical Reporting XML API.
Generating Historical Reports
Overview
Detailed Transactions Activity Agents
– Time on status – Login time
– Status change details – Inbound transactions
– Inbound transactions per media
– Inbound transactions per media per queue – Inbound transactions per media per
channel per queue
– Processing and post processing times – Processing and post processing times per
media
– Processing and post processing times per media per queue
– Processing and post processing times per media per channel per queue
List of Historical Reports
Agents (continued)
– Time on break/offline with status codes – Other transactions analysis
– Detailed outbound call activity – Detailed accepted transactions activity – Detailed accepted transactions activity
with wrap up codes
– Detailed outbound transactions activity with wrap up codes
– Transactions grouped by wrap up codes Groups
– Time on status Media
– Inbound transactions – Abandoned transactions
– Accepted transactions - online media – Accepted transactions - offline media
Queues
– Inbound transactions – Abandoned transactions
– Accepted transactions - online media – Accepted transactions - offline media – Detailed entered transactions activity – Detailed accepted transactions activity Channels
– Inbound transactions – Abandoned transactions
– Accepted transactions - online media – Accepted transactions - offline media Campaigns
Summary
The 8x8 Virtual Contact Center is the fastest, easiest way to deploy a world-class contact center.
8x8 Virtual Contact Center Benefits
• Low start-up costs, low monthly fees—Implement with no hardware (except phones) to install or manage, just one low monthly fee.
• Advanced call center features—Empower your team with advanced capabilities like skills-based routing, multimedia queuing, and realtime monitoring and reporting.
• Your agents, anywhere—Unite local and remote agents under one virtual call center. All information is routed through our hosted call center application, so you can establish routing rules and agent groups without limiting you to a single physical location.
• Get started quickly—Deploying a call center is now fast and easy; our Jumpstart program gets you up and running fast.
• Easy to use—Configure your call center or make changes on the fly, without any assistance from your IT department.
• Grows with you—No need to pay for more seats than you need. Start small and grow with 8x8’s scalable solution and the pay-as-you-grow pricing model.
