8×8 is among the market leaders in the CX environment, offering immersive and flexible solutions for customer service and support. Designed for the age of cloud flexibility, 8×8 technology adapts to suit your business, with a host of solutions ranging from CRM technology to CX analytics.
The “Customer Engagement” area within 8×8’s portfolio is part of the wider 8×8 contact centre environment. These products are intended to help businesses of all sizes provide memorable customer experiences through reliable communication tools, excellent data protection, personalised conversations and more.
Here’s your introduction to the 8×8 Customer Engagement solution.
8×8 Customer Engagement Software: Features
The 8×8 Customer Engagement Software is a part of the wider 8×8 portfolio, so you can easily connect it to other offerings from 8×8. For instance, you can design a comprehensive contact centre on the cloud with 8×8 which includes customer engagement software, real-time secure payment solutions, omni-channel routing, and quality management.
8×8 also offers support for a range of digital channels and CX analytics as part of the available contact centre package.
The Customer Engagement Software from 8×8 specifically focuses on the Customer Relationship Management application, embedded within the agent interface, and the secure payment system. The 8×8 CRM can:
- Intelligently route interactions to ensure the right customer reaches the right agent
- Automatically present customer records at the beginning of each interaction
- Offer a consolidated interface for tracking customer data
- Integrate information from other systems, funnelling insights into a single screen
The CRM boosts agent productivity by offering easy access to crucial information and streamlining discussions across all touchpoints. Agents can use their interface to easily reference customer information and provide personalized experience. It’s also easy to track the end-to-end consumer journey. The CRM joins 8×8 Secure Pay – a payment processing tool which allows contact centres t easily handle payments and improve compliance.
The Secure Pay service improves customer security, provides peace of mind with direct payment support, and automates payment collection through IVR.
8×8 Customer Engagement Software Benefits
The 8×8 solution ensures that all customer data is easily accessible to contact centre agents, while protecting that information from outside discovery. With an intuitive single-pane-of-glass system, agents can easily personalise customer conversations, and improve NPS by understanding client intent. The Secure Pay system simultaneously reduces risk with a single interface for collecting data that meets with PCI DSS standards.
Through the combination of CRM technology and Secure Pay, agents can reduce the handle time associated with payment collections, access essential client information, and personalise each interaction with customers. The result is a faster, safer, more efficient, and more customised outcome for every customer. On top of all that, you also get better operational visibility for your management and IT teams.
8×8 Customer Engagement Software Verdict
Customer Engagement Software from 8×8 is just one of the many ways that this cloud-based company is helping businesses to strengthen brand reputation. Whether you access the CRM and Secure Pay services alone or use them as part of your wider contact centre system, you’re sure to drive more fantastic experiences with clients as a result.
8×8 can even help you to build the perfect multi-channel or omni-channel environment with software and app integrations, API, and a sensational level of reliability.
