8x8 Contact Centre

One Cloud Solution for all Customer Contacts

Cloud Contact Centre

One Cloud Solution for all Customer Contacts

Everything You Need, In One Place

The future of customer engagement is more than a single touch point — it’s a mindset.

That’s why our Cloud Contact Centre software is designed with customer satisfaction at its core.

Did you know that on average, a contact centre has to manage eighteen different communications vendors*?

With 8×8 Virtual Contact Centre, everything you need is in one place, combining world-class contact centre capabilities with workforce optimisation, advanced business phone and collaboration services and unified communications.

*Source: CCNG Survey

Analytics – Insights that Matter

8×8 Virtual Contact Centre comes packed with analytics. “Customer Experience” is a ground-breaking analytical tool providing unprecedented levels of visibility into customer interactions and IVR usage, displaying a graphical view of the callers journey from the moment they reach the call centre through to the call termination.

See what is really happening in your company. Get the insights you need to adjust and reward staff, make improvements and respond quicker to new opportunities.

Watch videos below related to Analytics and A.I.

Analytics Demo Video

Analytics A.I. Demo

Reduce Customer Frustrations with Co-browsing

Are your customers struggling with complex online self service tools? Help reduce your customers frustrations and increase sales by offering a helping hand on your web page with 8×8’s Co-browsing feature.

Allow your agents to see exactly what the customer sees, so both see the same web page, each other’s mouse movements and typing, other than any protected fields.

Watch the video below.

The Future Is Here!

Omnichannel Routing

Never miss a customer satisfaction opportunity. Contact Centre brings web, chat, SMS, social media, and voice channels on to one central platform.

Features

  • Skill-based routing
  • Interactive Voice Response (IVR)
  • Queued Callback
  • Web Callback
  • Inbound Chat, Email, Social Channels

Agent Productivity

Achieve lightning-fast first contact resolution every time. 8×8’s intuitive interface and comprehensive internal communications hub equips contact centre agents to manage every customer engagement swiftly and optimally.

Features

  • Knowledgebase
  • Expert Connect
  • Co-browse
  • Predictive dialer

Analytics

Access real-time analytics and reporting from any internet-connected device. Contact Centre shows you queues, customer journeys, and wait times across each of your customer engagement channels.

Features

  • Historical and real time reports
  • Customer Experience Analytics
  • Speech Analytics

Integrations

8×8 supports comprehensive CRM integrations with Salesforce, Microsoft Dynamics, Zendesk, and more. Place calls directly from your preferred system and log customer interactions automatically.

Features

  • Native CRM
  • CRM Integration (Third Party)
  • 8×8 Secure Pay

Supervisor Enablement

8×8 empowers supervisors and agents alike with smart scheduling, individualised performance plans, and coaching tools to connect supervisors directly to agents without interrupting the customer experience.

Features

  • Barge, Monitor, Whisper
  • Internal Chat for Agents and Supervisors
  • Quality Management
  • Voice and Screen Recording and Archiving

How does 8×8 Contact Centre Software scale my contact centre operations?

With Hosted Solutions

The 8×8 Contact Centre is enterprise-ready. Select the number of seats you need, choose your level of integration, and get online in minutes. The 8×8 Contact Centre helps future-proof businesses by doing away with costly upgrades and disjointed version control issues that have bogged down operations.

With Advanced Features

The 8×8 Contact Centre is loaded with a full suite of customer care features. See the difference skills based routing, self-service and guided interactive voice response, speech analytics, proactive chat, CTI screen pop-ins, co-browsing,and workforce management tools can make for your customer communications. Ensuring satisfaction has never been easier.

 

With Global Reach

8×8’s global network of data centres include five locations in North America, four in Europe, and centres in India, China, and Brazil. Our patented geo-routing sends calls to the nearest data centre, so customers experience crystal clarity with none of the lag time or voice delays that can derail international conversations. Additionally, automatic chat translation eliminates one of the biggest hurdles to providing great customer support everywhere you operate. Customers chats are translated automatically into your agents’ own language, and vice versa, for quicker, easier interactions.

 

With Assured Security

8×8 holds more compliance certifications than any other contact centre service provider. In addition to HIPAA and FISMA certifications, our software conforms to the ISO/IEC 27001 framework on information security management. With 8×8’s added information privacy protocols, contact centre supervisors can protect sensitive data entry fields with ease. Once secured, the only person who can see the information is the customer – a customer service representative will see only asterisks

 

The Benefits Of A Cloud Hosted Partnership With Midland Communications

Support & Service

Efficient solutions, effectively supported. Backed by network availability. We pride ourselves on our in-house support services.

Integration

Combine fixed and mobile telephony and drive flexible working throughout your business. Let your people work better and smarter, wherever they can be most effective.

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Resilience

Combine fixed and mobile telephony and drive flexible working throughout your business. Let your people work better, smarter, wherever they can be most effective.

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Management Reporting

Get highly accurate billing data and stats instantly online. See costings with ease and drill down into call data to make your operation more efficient.

Let’s talk.

To discuss how we can help further, please make contact below.
Alternatively, you can call us on 0808 156 7080

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