8×8 reinvents the contact center with the 8×8 agent workspace; Delivers a responsive, in-context agent experience in a single, integrated solution

8×8, a leading provider of integrated cloud communication platforms, announced the general availability of 8×8 agent workspacea new 8×8 contact center compound experience transforming the contact center agent role.

8×8 Agent Workspace is a fully browser-based and design-driven interface, delivering a personalized and intuitive experience that uniquely combines contact center and unified communications capabilities in a single application.

It was recently named a finalist in the Best Customer Experience Innovation category for the Best of Enterprise Connect 2022 awards.

“The pace of innovation in the customer experience industry is staggering. The need to stay on top of changing customer demands compels CX managers to deploy adaptable and flexible solutions,” said Dave Michels, Principal Analyst and Founder of TalkingPointz. “8×8 Agent Workspace simplifies integrations and offers increased scalability. The web UI eliminates desktop software upgrades and supports distributed and hybrid desktop deployments. 8×8 clearly understands that empowered agents have increased customer retention and satisfaction metrics.

Unlike many contact center solutions that fail to connect every type of interaction, 8×8 Agent Workspace is designed to support the changing demands of today’s contact center agents. A central component of the 8×8 Contact Center, the 8×8 Agent Workspace leverages 8×8 XCaaS™ (eXperience Communications as a Service™), a single-vendor platform that includes a cloud-based contact center Fully integrated native, voice, team chat, video meetings and CPaaS embeddable API capabilities.

“As contact centers progress to support an anywhere work environment, taking a disconnected approach to communications and collaboration is not a winning strategy,” said Hunter Middleton, chief product officer at 8×8, Inc. “With 8×8 Contact Center, organizations can harness the full power of the 8×8 XCaaS platform, bringing together a comprehensive toolbox of composable employee and customer experience capabilities with highest levels of reliability and security 8×8 Agent Workspace makes it easier than ever for contact center agents to achieve maximum efficiency and effectiveness so that every customer interaction is excellent.

8×8 Agent Workspace is highly intuitive, developed using universally user-friendly and familiar design patterns that allow agents to start using it immediately, just as they would any other modern digital interface. Quick access to native communication and collaboration tools, including 8×8 Work, is also available from the agent interface, making it ideal for remote and hybrid work environments.

8×8 Agent Workspace features include:

  • Intuitive design: Universally familiar and user-friendly interface, simple to use and ready to go.
  • Browser-based: Supports remote and hybrid work environments.
  • Omni-channel: Support for voice and digital channels (chat, email, SMS, social networks, messaging apps).
  • Single pane: Presents context across all channels for a faster, personalized customer experience and simplified navigation that saves time and prevents user error.
  • Orchestration centered on the course: Provides more seamless experiences across all channels, including automated workflows to present agents with only what they need, when they need it.
  • Configurable role-based interface: Offers improved supervisor/administrator control that’s simple, with unique design elements that dramatically reduce cognitive load and maximize efficiency.
  • Inclusive approach: Unifies presentation of multiple CRM/data sources.
  • Improved delivery: Intelligence to provide “zero click” real-time agent assistance, proactive intelligence/next best action, and prescriptive coaching recommendations with 8×’s integrated Quality, Coaching, and Interaction Analytics solution 8.

Leveraging feedback from 8×8 contact center customers, 8×8 Agent Workspace illustrates the need for a truly composed agent experience to transform agent and customer engagement:

  • “8×8 Agent Workspace provides the modernization our agents need in a contact center solution to improve the customer experience,” said Erin Warren, customer service supervisor at ABC Home and Commercial Services, a US-based struggles provider. domestic and commercial pest control, lawn care. , and more. “The updated interface provides a clearer, easier-to-read display that allows our agents to easily navigate the interaction and locate any relevant information to serve customers quickly.”
  • “8×8 Agent Workspace provides an intuitive and simple user interface, delivering an experience that truly understands the day-to-day of a contact center agent.” said Gavin Moore, IT support consultant at Brent Council, the local authority for the London Borough of Brent in Greater London, England. “Our agents found the redesign even easier to use and learn, allowing them to provide exceptional customer service wherever they are.”
  • “We are very pleased with the new look and overall user experience of 8×8 Agent Workspace,” said Amye Roberson, customer service manager at Cingo, an American provider of protection, inspection and response services. pest control. “Updates to the 8×8 Contact Center not only provide modern visuals, but make it easy for us to continue to deliver exemplary, personalized experiences to our customers.”
  • “The design of 8×8 Agent Workspace is incredibly smooth and sleek – it’s very easy to navigate and has a very modern look and feel,” said Imran Haji, Principal Analyst at Mountain Warehouse, a UK based equipment retailer. outdoors for hiking, camping, skiing. , cycling, running and fitness. “The ability to support multiple channels and calls in a single interface, with simple navigation features, helps increase the productivity of our contact center agents, enabling more effective customer engagements.”
  • “As remote and hybrid working continues to grow, it’s important that our employees, including our contact center agents, have access to technology that allows them to be as self-sufficient as possible,” said Lawrie Neal. , system administrator at National Express, a British multinational public transport company. “8×8 Agent Workspace has been extremely easy to use for our agents right from the start. An incredibly simple, self-explanatory and easy-to-use interface that really helped improve their overall experience while helping to drive better results for customers.
  • “Not only is the 8×8 Agent Workspace UI clean and fresh, but it also saves our contact center agents time and effort with its intuitive and easy-to-use design,” said said Paul Stagnitto, director of operations at Veritext, USA. leader in support solutions for depositions and litigation. “The updated functionality allows our contact center agents to focus on providing exceptional customer service.”

8×8 Agent Workspace provides a consistent, contextual environment to manage all channels and customer data, and offers simplified navigation and automated workflows to prevent user errors. Moreover, its smart micro front-end design approach offers a configurable and easy-to-use user interface that goes beyond simple CRM integrations and pop-up screens. This approach allows 8×8 Agent Workspace to scale to support ever-changing third-party tools, giving agents a single screen to manage interactions and deliver more personalized and powerful customer experiences.

To visit 8×8.com to learn more about 8×8 contact center and the new 8×8 agent workspace.

About 8×8 Inc.

8×8, Inc. (NYSE: EGHT) is transforming the future of enterprise communications as the leading software-as-a-service provider of 8×8 XCaaS™ (eXperience Communications as a Service™), a contact center integrated, voice, video, chat and API communications based on a global cloud communications platform. 8×8 uniquely breaks down the silos between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to meet the communication needs of all employees globally as they work together to deliver differentiated customer experiences.

For more information, visit www.8×8.com