8x8 Releases Virtual Contact Center Global

8x8, a provider of cloud-based unified communications and contact center solutions, has launched 8x8 Virtual Contact Center (VCC) Global, a cloud-based contact center solution that seamlessly connects an organization’s international agents over a single platform with integrated presence, multilingual chat with automatic translation, call routing, reporting, and management.

8x8 optimizes international call quality for global contact centers by using its proprietary geo-routing technology along with nine data centers to connect customers with experts around the world.

VCC Global eliminates the complexity of logging into multiple contact center systems to manage traffic from different continents. With VCC Global, multinational enterprises with international contact centers can do the following:

• Manage global call centers through a single worldwide platform with presence around the world and full visibility into the activities of all agents regardless of their location;
• Intelligently route interactions, including chats with automatic language translation, to agents anywhere in the world;
• Take advantage of 8x8’s international presence through data centers in the United States, Canada, United Kingdom, Hong Kong, and Australia to deliver optimal call quality through localized call routing and carrier selection;
• Use the same reporting and management tools for all agents; and
• Create agent groupings and queues without concern over the physical location of the agents.

"Managing a contact center with agents and customers distributed globally brings a complex set of business challenges, ranging from call quality to agent availability to reporting and administration," said Nancy Jamison, principal analyst for customer contact at Frost & Sullivan, in a statement. "8x8 has once again demonstrated the value it places on optimizing the quality of voice interactions over its network with the introduction of its VCC Global offering. This latest enhancement to its cloud-based contact center solution not only eliminates the latency experienced when only one data center is available to route calls, it allows businesses to maximize the productivity and effectiveness of its agents while improving first call resolution by matching customers to the most appropriate resource."

"8x8's Virtual Contact Center Global demonstrates our continued commitment to the company's Global Reach initiative, which, to date, has resulted in the launch of our services platform at nine international data centers in North America, Europe, and Asia-Pacific," said 8x8 CEO Vik Verma, in a statement. "As our mid-market customers continue to expand operations domestically and internationally, so too will our internal research and development efforts, such as our proprietary georouting call technology, that will enable our customers to conduct business efficiently and successfully anywhere in the world."

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