In a world driven by customer experience, the right contact centre is one of the most important tools in any company’s kit. With the right cloud-based contact centre, you can build an adaptable, scalable environment for customer experience. Today’s market leaders offer everything business leaders to delight, impress, and convert their customers.
The question is, which cloud contact centre is best? RingCentral Contact Centre is a state-of-the-art tool for leading global brands in search of a flexible environment for customer service. The 8×8 Contact centre also competes with highly versatile technology, ready to adapt and shift to suit your business needs. With everything from omnichannel support to AI insights, making the right choice can be tough.
Today, we’re going to be looking at the features of both the 8×8 contact centre and the RingCentral Contact Centre system, to help you make the right choice.
8×8 Contact Centre: Features
The 8×8 contact centre is a flexible and scalable solution for today’s ever-evolving customer service ecosystem. One of the most versatile contact centre products on the market, 8×8’s technology ensures companies can choose the technology they need to connect with customers, align hybrid workers, and pluck valuable insights out of their data.
The 8×8 contact centre combines collaboration tools for staff working on customer problems, with work monitoring, AI analytics, and intelligent routing. Just some of the many features you can leverage through 8×8 include:
- ACD with skills-based routing
- Omni-channel intelligent routing
- AI-powered IVR with self-service
- Predictive dialling for outbound calls
- Unified inbox for all channels
- Quality management and workflow optimisation
- Workforce management tools
- Customer surveys
- Screen and call recording
- IVR full journey maps
- Customer experience analytics
- Native CRM support
- Payment processing with PCI DSS level 1
- Service management
The 8×8 contact centre is all about the benefits of combining user and customer experience. Not only do you get the functionality required to deliver the experiences your clients are looking for, but you get tools to empower your agents too. This end-to-end contact centre solution can adapt to suit any business, and there are even help and training tools provided by 8×8 to help you get started.
RingCentral Contact Centre: Features
Similar to 8×8, RingCentral offers a flexible, all-in-one cloud contact centre where companies can reach their customers on a variety of channels. Everything you need to engage your audience is aligned in the same convenient user interface, so agents anywhere can stay productive. You can even link your contact centre to your CRM technology, for better insights into customer context. Alternatively, align your UCaaS and CCaaS environments for end-to-end communication.
Smart, efficient, and surprisingly easy to use, the RingCentral CCaaS solution combines multiple crucial components of the modern contact centre in one package, including:
- Agent management and scheduling
- Skills-based routing
- Real-time customer journey insights
- Workforce management and incentives
- Service quality analytics
- Feedback forms and agent scoring
- Sentiment analysis
- Speech and text analytics
- Voice recording
- Real-time visual graphics
- Custom reports
- CRM integrations with tools like Salesforce
- Self-service support with intelligent IVR
- Omni-channel communication
- Integrated directory
- Supervisor tools for barge-in and coaching
- Automated virtual hold
- Chatbots and virtual assistants
- Campaign management and outbound diallers
With a huge selection of inbound and outbound contact centre features to choose from, you’ll have no problem scaling your CX strategy to suit a changing customer landscape. You’ll also get access to workforce management tools, so it’s easier to ensure all of your employees are delivering the best outcomes, regardless of whether they’re working remotely or in the office.
8×8 Contact Centre vs RingCentral Contact Centre
Both the 8×8 Contact Centre and RingCentral Contact Centre have a lot to offer for an excellent customer experience. With each of these ecosystems, you’ll access a comprehensive omnichannel toolset for improving customer experience on a host of digital channels.
Both the 8×8 contact centre and RingCentral Contact Centre also offer a range of tools for employee management and empowerment into the contact centre landscape too. You’ll have access to workforce management and optimization tools, as well as bots to help make your staff more efficient.
With 8×8 and RingCentral, team members can stay aligned and collaborate on the back-end in the contact centre landscape. You can even align your UCaaS and CCaaS investments, for a more powerful end-to-end technology stack.
With RingCentral, you get a host of powerful tools for engaging your customers, combined with intelligent analytics, reporting, and customer journey mapping. Sentiment analysis and service quality analytics ensure you’re always keeping up with customer expectations. At the same time, your employees get the tools they need to stay as efficient as possible, such as a comprehensive omnichannel inbox, and integrated collaboration features.
With 8×8 contact centre, you get a scalable environment that adapts perfectly to suit a range of business sizes and goals. The omnichannel environment comes with access to a host of useful tools for enabling a new level of customer service, including self-service bots with speech analytics and IVR mapping.
As part of the kit, access to quality management and workforce management tools, as well as collaboration systems to keep your teams connected, enables better workflows. No matter whether you’re running an in-office or hybrid team, you’ll have the tools required to empower and support your employees wherever they are.
8×8 Contact Centre or RingCentral Contact Centre? You Decide
There’s no denying that the omnichannel, flexible contact centre is more important today than ever. If you want to serve your customers, you need to be ready to support them on any channel. Fortunately, both RingCentral and 8×8 offer comprehensive omnichannel support to today’s clients, through a flexible CX solution in the cloud.
While RingCentral can intelligently enhance your customer journey mapping strategy, and help you to align your “as a service” investments, 8×8 offers a powerful way to support today’s hybrid and remote workers, through exceptional workforce management tools. No matter which product you choose, you’re sure to get excellent results with both 8×8 and RingCentral.
