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

CAMPBELL, Calif.–(BUSINESS WIRE)–8×8, Inc. (NYSE: EGHT), a leading provider of integrated cloud communications platforms, today announced the general availability of 8×8 Agent Workspace, a new experience comprised of 8×8 contact centers transforming the role of contact center agent. 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 provides 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 core component of the 8×8 Contact Center, 8×8 Agent Workspace leverages 8×8 XCaaS™ (eXperience Communications as a Service™), a single-vendor platform that includes a fully integrated cloud-native contact center, voice, team chat , video meetings and embeddable CPaaS API capabilities.

“As contact centers make new strides to support an anywhere work environment, taking a disconnected approach to communications and collaboration is not a winning strategy,” said Hunter Middleton, director products at 8×8, Inc. “With the 8×8 Contact Center, organizations 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 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 with 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 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 glazing: 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 real-time “zero click” agent assistance, proactive/best next action intelligence, and prescriptive coaching recommendations with 8×8’s integrated Quality, Coaching, and Interaction Analytics solution.

Leveraging 8×8 contact center customer feedback, 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, an American home pest control provider. and Commercial, Lawn Care and Suite. “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 London Borough local authority. 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, a US provider of protection, inspection and pest control services. “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 sleek 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 outdoor gear retailer. 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 user interface clean and fresh, but it also saves our contact center agents time and effort with its intuitive, easy-to-use design,” said Paul Stagnitto. , Director of Operations at Veritext, the US leader in deposition and litigation support solutions. “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 streamlined 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.

Visit 8×8.com to learn more about the 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™), an integrated contact center, communications voice, video, chat and API Solution based on global cloud communication 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, or follow 8×8 on LinkedIn, Twitter and Facebook.

8×8®, 8×8 XCaaS™, eXperience Communications as a Service™ are registered trademarks of 8×8, Inc.