8×8 Introduces Native Video Functionality to Enhance Customer Interactions in Contact Centers
8×8, a leading provider of integrated cloud contact center and unified communications solutions, has announced the upcoming availability of native video functionality for its Contact Center platform. This new feature aims to enhance customer experiences by allowing contact center agents to elevate customer interactions to video directly within the 8×8 Agent Workspace.
With the integration of secure video interaction capabilities, organizations can now easily add video to their contact center operations, resulting in improved first contact resolution and faster issue resolution. This new solution enables customers to visually assist agents in troubleshooting issues through their mobile devices, eliminating the need for on-site visits in many cases.
One of the early adopters of this technology, Platform Housing Group, has seen significant benefits from implementing 8×8’s video support. By remotely fixing or re-evaluating 31% of issues, the housing association has achieved a better and more seamless customer experience while saving time and money.
Several industries have already realized the potential of video support in their customer service operations. Housing association agents in the UK Public Sector are using video sessions to view on-site issues and resolve maintenance service requests. Insurance claims adjusters can now offer video sessions to customers, allowing them to show damaged property without waiting for an adjuster to visit the site. Retail contact center agents are also leveraging video sessions to assist customers in assembling purchased items like bicycles, appliances, or furniture.
The key features and benefits of the video functionality for 8×8 Contact Center include:
– Enhanced customer support through visual assistance
– Minimized need for on-site visits, saving time and reducing costs
– Secure and private medium for resolving complex customer issues
– Integration with 8×8’s XCaaS platform, offering a comprehensive suite of communication tools
Hunter Middleton, Chief Product Officer at 8×8, highlighted the vast possibilities that video capabilities bring to customer support. He emphasized that organizations can resolve complex issues more quickly and easily, creating a seamless experience for both customers and agents while saving costs.
8×8 Contact Center is part of the 8×8 XCaaS integrated cloud contact center and unified communications platform. This platform provides businesses with a resilient, secure, and compliant solution for their communication needs, including cloud contact center, business phone, video meetings, team chat, and SMS capabilities.
In conclusion, 8×8’s introduction of native video functionality for its Contact Center platform represents a significant step towards enhancing customer interactions in contact centers. By leveraging video support, organizations can provide faster resolutions, save costs, and create a more seamless experience for their customers and agents.