8×8 Releases an Agent-Centred CCaaS Solution

Charlie Mitchell

8x8 has released a comprehensive CCaaS solution that prioritises the agent experience

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8×8 Releases an Agent-Centred CCaaS Solution

8×8 has launched a new CCaaS solution, 8×8 Agent Workspace, which offers embedded UCaaS capabilities to bolster agent experiences.

Such capabilities include voice, team chat, and video meetings, built conveniently into the CCaaS solution to inspire collaboration, knowledge sharing, and enhance hybrid working.

The solution also fortifies the contact centre stack with agent-friendly features. For example, users can build agent desktops that act as a single pane of glass across multiple channels, automate desktop processes, and gain real-time support from agent-assist bots.

There are also tools that equip supervisors with enhanced insights into remote agent experiences, with embedded workforce engagement management, alongside reporting and analytics software.

Finally, the offering includes mission-critical tools for contact centre managers, including journey orchestration technologies, supervisor/admin interfaces, and an open cloud foundation for third-party integrations.

Introducing the solution and how it differentiates itself, Hunter Middleton, Chief Product Officer at 8×8, said:

With 8×8 Contact Center, organisations can leverage the full power of the 8×8 XCaaS platform, bringing together a comprehensive toolbox of composable employee and customer experience capabilities with the highest levels of reliability and security.

“8×8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness so that every customer interaction is a great one.”

Indeed, 8×8 is promoting the software as “easy to learn” and “easy to use”. An excellent example of this is that the solution is browser-based to support remote working environments.

Also, it incorporates universally friendly and familiar patterns into the design, increasing the chances that agents seamlessly adapt to the tool.

Such meticulousness earned praise from Dave Michels, Principal Analyst and Founder of TalkingPointz. He said: “8×8 clearly understands empowered agents have increased retention and customer satisfaction metrics.”

8×8 Agent Workspace also garnered acclaim at the Best of Enterprise Connect 2022 awards – being positioned as a finalist – and from users who gained early access to the solution.

“Not only is the 8×8 Agent Workspace user interface clean and fresh, it also saves our contact centre agents time and energy through its intuitive and easy-to-use design,” says a Director of Operations.

Lastly, the new release facilitates the 8×8 XCaaS strategy to shape the future of cloud communications. Its recent Fuze acquisition is perhaps another crucial cog in these long-term plans.



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