8x8, a provider of cloud communications and collaboration solutions, today announced the completion of a significant upgrade to its Virtual Contact Center (VCC) cloud-based call center software offering.
8x8's VCC service is available as a single point solution or as an integrated component of 8x8's Virtual Office cloud-based telephony and unified communications solutions.
The first in a series of upcoming enhancements, VCC 8.0 includes the following key features:
- System status optimized for mobile devices;
- Virtual queuing, which allows customers to request callbacks, eliminating their need to sit on hold while helping contact centers manage the peaks and valleys of their call loads;
- Reporting wizards;
- Contact directories and queue lists that now support favorites and recently accessed records;
- Agent tools for recording and playing audio messages;
- Customizable SMTP services that route outbound email communications via the pre-configured VCC internal SMTP servers, allowing customers to use their own SMTP servers as the source to control security and regulatory compliance;
- Local CRM enhancements, including a new desktop view that consolidates agents’ cases, customers, and tasks into a tabbed environment, and automatic logging of activities;
- A chat interface; and
- Multi-browser support, including the latest versions of Google Chrome, Mozilla Firefox, and Internet Explorer, running on Microsoft Windows or Apple Mac OS.
The 8x8 Virtual Contact Center solution is highly redundant and complies with many data security standards, including FISMA, HIPAA, HITECH, PCI, DSS and CPNI. 8x8's platform architecture allows for media servers to be hosted in different regions around the world to give every caller a regional telephone connection while providing centralized access to the system for a single point of reporting, management, and control for all customer interactions.
"With VCC release 8.0, 8x8 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," said Nancy Jamison, principal analyst for customer contact at Frost & Sullivan, in a statement.