8×8 Introduces Service Management for Contact Centers to Help Organizations Provide Best-in-Class Customer Experiences
New service launches at ICMI Contact Center Expo 2019
8×8, Inc., a leading cloud provider of voice, video, chat and contact center solutions for over one million users worldwide, announced an expansion of services for contact center customers which provide hands-on administration and management to ensure 8×8 customers get the most value from their contact center investment. 8×8 Service Management for Contact Center is a monthly service, which is now available. The service was launched at the ICMI Contact Center Expo, taking place through May 16th in Fort Lauderdale, Florida.
“Companies often move to the cloud to decrease the burden of maintaining the systems required to manage their contact centers. But that doesn’t mean that they suddenly become experts in deploying routing strategies or IVR/self-service design”
The offering helps companies ensure positive customer experiences after the initial contact center implementation, giving 8×8 customers a pre-defined number of support hours through a single point of contact for a monthly fee. The service from an 8×8 contact center expert simplifies in-house support requirements for customers, providing them with subject matter experts to work alongside their internal staff to ensure timely administration of the contact center solution and efficient use of product features.
“Companies often move to the cloud to decrease the burden of maintaining the systems required to manage their contact centers. But that doesn’t mean that they suddenly become experts in deploying routing strategies or IVR/self-service design,” said Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics. “8×8 Service Management for Contact Centers is an offering that many, if not most, companies will choose as a safety net – especially as they migrate from premises solutions to the cloud for the first time.”
The 8×8 Service Management for Contact Center can include activities such as omnichannel setup, distributed deployments, enhanced IVR custom applications, and co-browse and other system configuration options to assist any contact center customer in optimizing their 8×8 solution.
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“The contact center is the lifeblood of any best-in-class customer experience strategy, but many companies just don’t have the in-house capabilities to manage it properly,” said Sam Wilson, Senior Vice President of Small Business & eCommerce at 8×8. “The focus for contact center managers and agents needs to remain squarely on ensuring seamless, positive customer experiences. The 8×8 Service Management for Contact Center offer demonstrates how serious 8×8 is about fostering positive customer experience by providing the best total cloud platform for not only UC but contact center as well. The service offers an extra integrated layer of support so customer experience never falters, and companies can respond to the ongoing changing needs of their business.”
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