8X8 Updates Virtual Contact Center Solution

8X8 (EGHT) has released Virtual Contact Center (VCC) 8.1, a new version of its cloud-based contact center solution. Here's a complete breakdown of what VCC 8.1 has to offer.

Dan Kobialka, Contributing writer

October 1, 2014

2 Min Read
8X8 EGHT has released Virtual Contact Center VCC 81 a new version of its cloudbased contact center solution
8X8 (EGHT) has released Virtual Contact Center (VCC) 8.1, a new version of its cloud-based contact center solution.

San Jose, California-based unified communications (UC) and voice-over-IP (VoIP) solutions provider 8X8 (EGHT) has added administrative, reporting and web engagement tools to its Virtual Contact Center (VCC) software.

8X8 said its new release, VCC 8.1, is designed to help businesses increase their customer satisfaction levels and revenues by providing a personalized, proactive customer engagement experience.

“Organizations will be able to deliver consistent, high-quality customer service interactions on the communications channel of a customer’s choice with VCC 8.1,” Max Ball, 8X8’s senior product marketing manager, told Talkin’ Cloud. “In many cases, this will improve sales by making it easier for customers to purchase from a company when there is some confusion, increasing revenue for our customers. In other cases, this will reduce costs and improve customer loyalty by allowing companies to provide better and more efficient service to their customers.”

VCC 8.1 features:

  • Customer connection scripting — The new release provides organizations with a single scripting environment to manage customer interactions.

  • Direct agent connect — Call center agents can use VCC 8.1 to set up custom greetings, and contact center managers can collect data about customer interactions.

  • Web engagement — Organizations can define buttons, chat invites and popup forms that the customer will see when a chat offer is made.

“Having an effective, multichannel customer engagement strategy is an imperative businesses can’t ignore,” Darren Hakeman, 8×8’s senior vice president of product and strategy, said in a prepared statement. “Virtual Contact Center 8.1 brings together all of the capabilities and tools businesses need to ensure successful customer interactions.”

VCC 8.1 provides a flexible framework

8X8 said VCC 8.1 “facilitates the establishment of direct, knowledgeable relationships between contact center agents and customers during every step of the buying cycle and throughout the life of the customer.”

The solution also offers contact centers a flexible framework, 8X8 said, to help them boost their customer satisfaction levels and revenues.

“Virtual Contact Center 8.1 brings sophisticated contact center functionality … to an easy to implement cloud-based solution, significantly increasing the business value and ROI for new and existing 8×8 customers,” added Sheila McGee-Smith, principal analyst at communications industry consulting firm McGee-Smith Analytics.

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About the Author(s)

Dan Kobialka

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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