• February 3, 2015

8x8 Launches 8x8 Virtual Analytics Suite

8x8, a provider of cloud-based unified communications and contact center solutions, today released a suite of big data analytics and reporting tools designed to provide enterprises with an insightful view of the communications activity and trends within their organizations.

The 8x8 Virtual Analytics suite of services delivers a detailed and customizable view of real-time and historical information associated with the services, extensions, and devices in an organization's Virtual Office telephony deployment, including data associated with internal and external call activity, call queue, ring group status, call quality, and individual end-point device status around the globe. The cloud delivery mechanism of 8x8's services enables this analytics suite to collect data from many distributed locations and centralize reporting and analysis of the data at a single point.

To develop the 8x8 Virtual Office Analytics solution, 8x8 leveraged its own big data infrastructure and methodology, which was originally designed to help identify problems with customer networks, provide proactive customer service, obtain marketing and service utilization data, and manage carrier quality and service optimization. The Virtual Office Analytics suite makes this same big data environment customer-facing, with a responsive design that works on mobile and desktop devices.

8x8's Virtual Office Analytics is tailored to provide deeply layered details and intelligence to enable improvements in areas such as workgroup collaboration performance, sales campaigns effectiveness, customer experience management, staffing requirements, call quality, and distributed work groups around the globe. 8x8's Global Reach technology enables worldwide call routing tracking and media optimization.

Calls that enter a distributed enterprise are also tracked by individual connections throughout the business, not just at the call level. For example, a call to an auto attendant that is distributed to a 50-person ring group where each extension has multiple endpoints is tracked to its ultimate destination, as well as all intermediary routings along the way.

"Business communications is no longer being viewed as a simple utility," said 8x8 CEO Vik Verma in a statement. "We're hearing a common theme from CIOs these days surrounding the broader business value being derived from 8x8's cloud-based solutions far beyond mobility, productivity, and cost savings. 8x8's Virtual Office Analytics & Reporting solution takes enterprise communications to the next level with easily accessible, actionable insights that can have a tremendous impact on decision-making and growth."

"8x8's robust communications analytics and reporting solution raises the bar for other cloud-based telephony and unified communications providers targeting larger mid-market and enterprise customers," said Elka Popova, North American program director for unified communications and collaboration information and communication technologies at Frost & Sullivan, in a statement. "As more and more enterprises migrate their communications infrastructure to the cloud, demand for these tools and other adjunct capabilities that support strategic business initiatives and growth will become increasingly important. 8x8 has taken a big step forward in its move upmarket with this latest service offering."

8x8 Virtual Office Analytics is offered in the following three configurations:

  • Analytics Essentials, a comprehensive set of unique dashboards and reporting options for all extensions in an organization's 8x8 cloud PBX;
  • Analytics Supervisor, a workgroup dashboard and reporting tool that provides a real-time view of all call activity in any designated call queue or ring group within the 8x8 cloud PBX; and
  • Analytics Service Quality, a quality management dashboard that provides real-time information about the status of all endpoint devices in addition to individual call and consolidated MOS score detail for trouble analysis and resolution.

This latest release comes just more than a week after 8x8 released a cloud communications solution that amalgamates telephony, unified communications (UC), and contact center users across the enterprise with single sign on and shared presence over a common underlying platform. The suite integrates the 8x8 Virtual Office and Virtual Contact Center solutions.

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