8×8 has revealed the success of its recently launched Supervisor Workspace solution, with the offering becoming one of the company’s fastest new product adoptions ever.
The company outlines that the adoption of the Supervisor Workspace could rival 8×8’s Agent Workspace solution for its early popularity among customers. The new interface recorded over 10 percent adoption in its first week after launch and has already been accessed by over 50 percent of 8×8 Contact Centre customers.
Hunter Middleton, Chief Product Officer at 8×8, said:
Modern, cloud-first contact centre solutions are making it easier for organizations and agents to improve customer experiences–from AI-driven self-service and intelligent routing to tools designed to help agents provide better service across any channel and interaction. However, supervisors and team leads, who are responsible for ensuring that agents are performing and productive, have been unable to fully benefit from these advances until now.”
8×8 states that Supervisor Workspace has been driving customer success since its launch in March and honing contact centre performance. Users are recognising 8×8 Supervisor Workspace for providing a personalised, performance-centric hub that empowers supervisors and their teams using the 8×8 Contact Centre to boost productivity and aid leaders with real-time insights across customer journeys.
“With 8×8 Supervisor Workspace, contact centre leaders can now get a holistic view across the organisation from a single pane of glass,” Middleton added. “Providing a personalised space that blends real-time agent information and performance recommendations with customer journey and business insights allows organisations to enhance agent efficiency, performance, and customer engagement.”
8×8 Supervisor Workspace Feature Set
8×8 Supervisor Workspace combines analytics, performance management, and team admin capabilities into a single interface. The powerful, intuitive, design-led user interface provides a performance-centric management space for contact centre leaders.
The single pane of glass functionality of Supervisor Workspace provides customers with visibility, insights, and operations from across 8×8’s Contact Centre. The solution’s embedded trend analysis offers supervisors instant insights to improve correction speed and drive superior performance in the contact centre.
Contact centre leaders can create personalised environments to manage teams and make decisions based on individual needs and priorities without coding.
Supervisor Workspace is built with an intuitive design and interface to accelerate onboarding and enable supervisors to ramp up workflows. There is also a range of accessibility options, offering full support for hybrid contact centres and empowering supervisors to work from anywhere and on any browser.
8×8’s Commitment to Innovative Contact Centre Solutions
8×8 has had an impressive year for product launches and updates.
In April, 8×8 revealed a series of AI updates to its contact centre platform to improve the customer experience. As well as Supervisor Workspace, the 8×8 Contact Centre gained 8×8 Intelligent Customer Assistant, with OpenAI integrated into its 8×8 “XCaaS” (eXperience Communications as a Service) platform.
These integrations introduced enhanced AI/machine learning, performance capabilities, and natural language understanding models to the 8×8 Contact Centre and across 8×8’s XCaaS platform.
As well as Supervisor Workspace, it also launched 8×8 Agent Workspace, which provides embedded UCaaS capabilities to enhance agent experiences. Agent Workspace’s features include voice, team chat, and video meetings, built handily into the CCaaS solution to facilitate collaboration and knowledge sharing and enhance hybrid working.
The offering also strengthens the contact centre stack with agent-friendly features. An example might be users building agent desktops that could act as a single pane of glass across various channels, automating desktop processes and gaining real-time support from agent-assist bots. Additionally, some tools provide supervisors with sophisticated insights into remote agent experiences, with embedded workforce engagement management, alongside reporting and analytics software.
Last week, 8×8 released a series of updates across its XCaaS platform, which blends its CCaaS and UCaaS solutions.
The news underlined 8×8’s commitment to its contact centre offerings, with a myriad of service-based innovations reinforcing 8×8’s newfound focus to lead with CCaaS.
A series of enhancements to the 8×8 Supervisor Workspace combined analytics, performance management, and team admin capabilities within Supervisor Workspace’s single pane of glass.
8×8 introduced the function of identifying real-time agent trends with embedded analytics to enable supervisors to course-correct agent performance, support well-being, and highlight valuable recognition for excellent customer conversations.
8×8 also added agent metrics to its suite of reporting tools, extended the time for IVR callbacks from six to 72 hours, and built a deeper Microsoft Dynamics 365 integration.
