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July 16, 2015
8×8 this week unveiled VCC Analytics as part of its new VCC release. VCC Analytics provide users with “unique insights into the customer experience, increased contact center efficiencies and advanced workflow optimization to better manage their contact center and increase customer loyalty,” according to the company.
VCC Analytics help contact center managers identify relationships and trends, 8×8 said. The VCC views show contact center agent performance across all groups and queues to monitor top and bottom performers, 8×8 noted, and highlight when increased call volumes start triggering abandoned calls.
“8×8’s Virtual Contact Center Analytics are the most sophisticated analytics available for the contact center,” an 8×8 spokesperson told Talkin’ Cloud. “8×8 not only has enhanced its reporting capabilities in this new release of VCC, but the company has also integrated an entirely new analytics layer that provides four highly intuitive topline dashboards that offer unique, actionable insights into the customer experience and agent productivity.”
In addition, 8×8 pointed out that its new VCC release includes co-browsing and virtual queuing capabilities; co-browsing enables contact center agents and customers to connect in real-time to view the same webpage, while virtual queuing gives customers the option to wait on hold or receive a callback when an agent is available.
Vik Verma, 8×8’s CEO, said VCC represents a “game-changer” for the contact center market because it ensures businesses can leverage “unified global contact center solution with worldwide presence.”
Businesses also should expect new contact center products from 8×8 in the future.
Contributing writer, Penton Technology
Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Patch.com. Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).
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