8x8 Contact Centre

One Cloud Solution for all Customer Contacts

Cloud Contact Centre

One Cloud Solution for all Customer Contacts

Why 8×8 and Midland Comms?

8×8 is the only ‘full-stack’ vendor with a single integrated UCaaS and CCaaS cloud platform. Its ability to integrate with essential business tools, including workforce management, contact centre, and office productivity applications, ensures that it’s fully aligned to the needs of customers seeking a complete cloud communication solution.

Midland Comms uses it’s 40 years experience and consultative sales approach to get face-to-face with customers and ensure the pathway will work for each organisations unique requirements. It is Midland Comms collaborative partnership with the prospective customer that makes our platform partnership with 8×8 work – for all parties.

Global Platforms | Local Support

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

 

8x8 Agent Workspace

Streamline Customer Interactions In A Simpler and More Engaging Way

New in 2022: 8×8 Agent Workspace

Agent Workspace - contact centre UI - imageBest Innovation in Customer Experience: 
Winners (four-way tie):
• 8×8: 8×8 Agent Workspace.

Intuitive, design-led interface that streamlines customer interactions while delivering a simpler, efficient, and more engaging way for agents to keep productivity high and customer experiences powerful.

The Best of Enterprise Connect award program recognises excellence and innovation! View this year’s winners and finalists

Improve customer interactions

Engage with your customers whenever they want, on their channel of choice.

Increase engagement

Provide an intuitive, fun, and simple interface making it easy for your agents to manage their day.

Minimise training requirements

Improve interaction handling speed with a simplified user experience.

Reduce customer churn

Quickly access collaboration tools from within the Agent UI for expert assistance on customer issues.

Rejuvenate CX through agent experience

Rejuvenate CX through agent experience - UI imageUpgrade the agent interface to directly impact the customer experience across any of their preferred channels.

8×8 Agent Workspace also provides quick and easy access to collaboration tools allowing agents to effectively communicate with other employees across the business to deliver faster resolutions to your customers.

Intuitive

Upgrade the agent interface to an intuitive, easy-to-use, and fun application to enhance productivity.

 

Simple

Seamlessly handle all interactions through a single pane of glass to minimize complexity.

 

Personalised

Present context across all channels, empowering the agent to effortlessly personalise customer experiences.

 
Agent Workspace - UI image 2

Design-led principles to keep agents engaged.

Leveraging universally familiar and friendly digital, consumer device design patterns, agents can seamlessly and effectively handle all customer interactions through a single interface.

Smart

Automated workflows present agents what they need, when they need it—and nothing when they don’t.

Efficient

Streamlined navigation saves time and prevents user error.

Collaborative

Quickly access all collaboration tools within Agent UI.

Find Out More

Request a Demo

Call or use our contact form

Global Platforms - Local Support

High SLA's - In-House Support Team

Let's talk.

You can call us on 0808 156 7080 to discuss how we can help further,
alternatively, follow the button for an enquiry form

Pin It on Pinterest