https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Agents
  • Cloud Service Providers
  • Channel Partners Events
 Channel Futures

Telephony/UC/Collaboration


Getty Images

8×8 Intros Agent Workspace, Aims to Transform Contact Center Experience

  • Written by Claudia Adrien
  • March 16, 2022
Contact centers are making further advancements to support a work-from-anywhere environment.

8×8 has unveiled its 8×8 Agent Workspace, which it says will transform the contact center agent role. Available through the channel, 8×8 Agent Workspace is a fully browser-based, design-led user interface (UI). The company says it delivers a tailored and intuitive experience, blending contact center and unified communications capabilities in a single application.

TalkingPointz's Dave Michels

TalkingPointz’s Dave Michels

Dave Michels is principal analyst and founder of TalkingPointz.

“The pace of innovation in the customer experience sector is staggering. The need to stay on top of shifting customer demands requires [customer experience] leaders to deploy solutions that are adaptable and flexible,” Michels said. “8×8 Agent Workspace simplifies integrations and offers increased scalability. The web-based UI eliminates desktop software upgrades and supports distributed and hybrid office deployments. 8×8 clearly understands empowered agents have increased retention and customer satisfaction metrics.”

Work from Anywhere

Many contact center solutions fail to connect all interaction types; however, 8×8 Agent Workspace aims to support the changing requirements of today’s contact center agents. A core component of 8×8 Contact Center, 8×8 Agent Workspace leverages 8×8 XCaaS (eXperience Communications as a Service), a single-vendor platform. It includes fully integrated, cloud-native contact center, voice, team chat, video meetings, and communications platform-embeddable API capabilities.

8x8's Hunter Middleton

8×8’s Hunter Middleton

Hunter Middleton is chief product officer at 8×8. He said contact centers are making further advancements to support working from anywhere.

“With 8×8 Contact Center, organizations can leverage the full power of the 8×8 XCaaS platform,” said Middleton. “They bring together a comprehensive toolbox of composable employee and customer experience capabilities with high reliability and security. 8×8 Agent Workspace makes it easier than ever for contact center agents to achieve maximum efficiency and effectiveness so that every customer interaction is a great one.”

Here’s our most recent list of new products and services that agents, VARs, MSPs and other partners offer.

8×8 Agent Workspace is highly intuitive, developed using universally friendly and familiar design patterns, the company said. It allows agents to begin using it immediately, just like they would any other modern, digital interface. Quick access to native communication and collaboration tools, including 8×8 Work, is also available from within the agent interface.

Artificial Intelligence

In other product news, 8×8 has made available its 8×8 Conversation IQ to any 8×8 cloud communications users. The new offering applies conversational artificial intelligence (AI) to help organizations analyze data and make sure the virtual meeting experience is consistent. This is for all user roles, from the contact center to the front desk and the back office.

Like Agent Workspace, 8×8 Conversation IQ is delivered via the 8×8 XCaaS platform. This enables team leaders and supervisors throughout an organization to oversee, evaluate, score and analyze voice interactions anywhere in the organization.

8×8 Conversation IQ also supports voice interactions on Microsoft Teams endpoints via the 8×8 Voice for Microsoft Teams integration.

At least twice as many employees outside the contact center are interacting with customers. Typically, 10%-12% of employees work as formal agents in contact centers. However, 24% of employees are using CX applications to interact with customers, according to Metrigy’s CX and Workforce Optimization 2021-22 study of 524 companies.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.
Tags: Agents Technologies Artificial Intelligence Business Models Channel Chatter Cloud New Products & Services Telephony/UC/Collaboration

Most Recent


  • Tech investments
    3 Ways Businesses Can Optimize Their Tech Investments
    Help customers start small, minimize risk and demonstrate business value in a condensed time frame.
  • Alvaria - Gary Levy feature for Channel People on the Move
    Channel People on the Move: HPE, Lumen, Sophos, TD Synnex, AireSpring, More
    Also featured are moves at Aryaka, Google Cloud, Ringover, Zift Solutions, Wasabi and many more.
  • zero day vulnerability
    Barracuda Networks Identifies Long-Exploited Zero-Day Vulnerability
    The earliest identified evidence of exploitation dates back to October 2022.
  • Time to retire at Lumen channel
    Lumen Channel Leader Dave Young Retiring
    Young, who has worked for the company for more than 20 years, assumed oversight of indirect sales almost two years ago.

Leave a comment Cancel reply

-or-

Log in with your Channel Futures account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • Telecommuter
    What Hybrid Work? Poly Says 1 in 5 Firms Expects Employees Back Full-Time
  • Russia-Ukraine
    Cisco Stops All Russia Operations, HornetSecurity Offers Free Cloud Security to Ukraine Businesses
  • Sangoma CP Expo video preview
    Sangoma Positioned to Be 'Leading SaaS Company'
  • Network security
    Windstream Enlists Cato Networks for SASE Offering

Upcoming Events

View all

Channel Partners Europe

June 13, 2023 - June 14, 2023

Channel Futures Leadership Summit

October 30, 2023 - November 2, 2023

Channel Partners Conference & Expo

March 11, 2024 - March 14, 2024

Galleries

View all

Channel People on the Move: HPE, Lumen, Sophos, TD Synnex, AireSpring, More

June 1, 2023

Faces of the Partner: 5 Tech Advisors Retiring, Transitioning

June 1, 2023

Veeam’s Larissa Crandall Eyes New Alliances, Expanding Partner Program

June 1, 2023

Industry Perspectives

View all

Dell Technologies World: Dell Apex Expanded Across On-Premises, Cloud and Edge

May 22, 2023

Identity Is Increasingly Valuable – and Targeted

May 18, 2023

Gaining a Competitive Advantage through AV Managed Services

May 10, 2023

Webinars

View all

From Problem to Profit: Mastering the Science of Selling Using Business Outcomes

May 9, 2023

Meet the 2023 Channel Futures Channel Influencers

April 13, 2023

DE&I Dialogue: How the Right DE&I Initiatives Can Propel Your Business

April 5, 2023

White Papers

View all

6 UCaaS Reseller Challenges and How Real World Businesses Solved Them

February 1, 2023

Frost Radar: North American UCaaS Market, 2022

February 1, 2023

The Complete Guide to White-Label UCaaS for Reseller Success

February 1, 2023

Channel Futures TV

View all

Coffee with Craig and James Episode No. 123: MartinWolf M&A Advisors, CP Expo Preview

UScellular Takes On Rivals with Partner Program Simplicity

April 21, 2023

OpenText Simplifying Deal Registration, Doubling Down on MDF

April 21, 2023

Everything-as-a-Service: CloudBlue Touts Critical Customer Transition

April 18, 2023

Twitter

ChannelFutures

Use #automation and #incidentresponse to help customers minimize risk, says @bigpanda. dlvr.it/Sq1zy1 https://t.co/wxxyPbGBeY

June 2, 2023
ChannelFutures

Do you want to gain additional knowledge from extraordinary marketing leaders? This list will provide expert tips a… twitter.com/i/web/status/1…

June 1, 2023
ChannelFutures

.@barracuda discloses email software #vulnerability that's been exploited since fall 2022. dlvr.it/Sq0w4c https://t.co/vqxx8x07eO

June 1, 2023
ChannelFutures

.@CrowdStrike keeps customers ahead of an expanding threat environment by delivering AI-powered protection, officia… twitter.com/i/web/status/1…

June 1, 2023
ChannelFutures

Today’s cybercriminals can bypass traditional defenses at will, leaving businesses susceptible to attacks. @datto… twitter.com/i/web/status/1…

June 1, 2023
ChannelFutures

Five partner leaders shared why they chose to say goodbye to their companies. dlvr.it/Sq01Z7 https://t.co/cGDIV9JJxG

June 1, 2023
ChannelFutures

.@Veeam's @LarissaCrandall is exploring new partner opportunities, alliances with security vendors.… twitter.com/i/web/status/1…

June 1, 2023
ChannelFutures

Are you updated with all the channel people on the move? Be sure to check out this article including companies like… twitter.com/i/web/status/1…

June 1, 2023

MSP 501

The industry's largest and most comprehensive partner awards program.

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Galleries

Educational slide shows and images from live events.

Media Kit And Advertising

Want to reach our audience? Access our media kit.

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Events
  • Telecoms.com
  • MSP 501
  • Black Hat
  • IoT World Today
  • Omdia

WORKING WITH US

  • Contact
  • About Us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X