8×8 Virtual Contact Center Review

Product Snapshot

Product Pricing

Contact vendor directly for pricing information.

Technology

Platform is a SaaS solution and requires no additional hardware for installation.

Customer Focus

Vendor works with small and midsized companies across multiple industries including high tech, outsourcing/BPO, financial services, insurance, health care, pharmaceutical, and travel and hospitality.

Select Customers

iCruise.com, Shutterstock, TMW Systems, McDonald’s, Allstate

About 8×8 Virtual Contact Center

8×8 Virtual Contact Center is a virtual call center solution that delivers greater agent productivity and flexible call center management. The suite works with 8×8 Virtual Office VoIP phone service to give users an easy-to-use yet extremely powerful contact center.

The software suite provides users with workforce optimization tools, advanced business phone and collaboration services and unified communication functionalities. Additionally, the platform allows call center agents to engage customers through multiple communication channels, integrates with existing CRM systems and features multiple agent productivity tools.

About the Company

8×8 was founded in 1987 and is headquartered in San Jose, California.

8×8 Virtual Contact Center Key Features

Place an IVR/routing script for each incoming dialed number
Provide different routing strategies for each script depending on time-of-day, day-of-week or specific dates
Route calls, chats or emails depending on the queue threshold
Route inbound calls first to the highest skilled agent
Advanced service level alerting to support separate service level objectives
Queued phone calls with overload process rules
Queued chat sessions that are initiated from a web page and distributed to agents
Queued email that are automatically assigned a new case number and intelligently routed
Queued fax sessions that are sent to a preconfigured email address
Queued voicemail that is routed to the highest skilled agent