8×8 Upgrades Virtual Contact Center

8×8, a channel-driven provider of cloud communications and collaboration solutions, has upgraded its Virtual Contact Center (VCC) cloud-based call center software offering, designed to improve an organization’s customer relations, enhance the management and productivity of their call center agents and guarantee the security of the call center environment.

The first in a series of upcoming enhancements, VCC 8.0 is available immediately and includes the following key features:

  • System Status Optimized for Mobile Devices
  • Virtual Queuing
  • Reporting Wizards
  • Favorites and Recently Accessed Records for Contact Directories and Queue Lists
  • ARecord and Play for Audio Messages
  • Customizable SMTP Services
  • Local CRM Enhancements
  • Chat Interface
  • Multi-Browser Support (Chome, Firefox, IE)

“With VCC release 8.0, 8×8 continues to help contact centers provide new levels of service to their customers that can help differentiate their brand in the marketplace while reducing the costs associated with serving customers,” says Nancy Jamison, principal analyst for customer contact at Frost & Sullivan.

8×8’s VCC service is available as a single point solution or as an integrated component of 8×8’s Virtual Office cloud-based telephony and unified communications platform.

“Mid-size and distributed enterprises worldwide are increasingly adopting cloud-based alternatives to traditional PBX and call center systems and many, such as Merchant Warehouse andReplicon, are choosing to outsource both solutions from a single vendor, deploying business VoIP phone service throughout the organization and call center services in one or more departments,” the company said. “Organizations such as these appreciate the simple and powerful interfaces included with VCC that make agents productive quickly, giving them the fastest path to value in the industry.”


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