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8x8 Contact Center Expands to Offer Native Video Functionality

By Tracey E. Schelmetic October 13, 2023

Increasingly, the world has run (and is continuing to run) on video communications. While most of our transactions with companies require little more than a phone call, a text or an email, complex customer issues may require the face-to-face interactions that only video can provide.

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionality for its 8x8 Contact Center to boost speed-to-resolution metrics and overall customer experiences. Contact center agents can now elevate customer interactions to video directly within 8x8 Agent Workspace, allowing customers to visually help agents troubleshoot issues through their mobile devices. The new solution embeds 8x8 secure video interaction capabilities directly into 8x8 Contact Center, allowing organizations to seamlessly add video for enhanced first contact resolution.

8x8 Contact Center is delivered through the 8x8 XCaaS (Experience Communications as a Service) integrated cloud contact center and unified communications platform, which includes cloud contact center, business phone, video meetings, team chat and SMS capabilities.

Features and benefits of video functionality for 8x8 Contact Center include the ability to leverage 8x8's native video escalation functionality for customer engagement (with no integration required), and the ability for customers to solve their issues faster and easier from any location using a mobile device, simply by clicking on an SMS to access video without having to download and install additional software. The solution is easily configurable and handled within the 8x8 Agent Workspace solution, allowing contact center agents to seamlessly transition an interaction to video within a single, streamlined flow of work.

“Video capabilities within the contact center offer a huge array of possibilities for customer support, especially for specific industries and use cases, minimizing the need for on-site visits, saving time, and reducing overall costs,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “By offering video functionality natively in 8x8 Contact Center, we are providing organizations with yet another tool for exceptional customer service and support. Through the use of video, organizations can more quickly and easily resolve complex customer issues in a secure and private medium, all while saving money and creating a more seamless experience for customers and agents.”

Edited by Alex Passett
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