8×8 has announced the upcoming availability of native video functionality for its Contact Centre.
The new feature allows contact centre agents to elevate customer interactions to video, enabling customers to visually aid agents in troubleshooting issues through their mobile devices.
This enhancement is set to improve speed to resolution and overall customer experience. The platform’s users, including those in the UK public sector, insurance, and retail, are already seeing significant opportunities for enhanced customer support through the use of video.
- 8×8 has announced the upcoming availability of native video functionality for its Contact Center platform, enhancing customer experiences and speed to resolution.
- The new solution allows contact centre agents to elevate customer interactions to video directly within 8×8 Agent Workspace, enabling customers to visually help troubleshoot issues through their mobile devices.
- Video functionality in the contact centre offers numerous benefits, including improved first-contact resolution, cost savings, omnichannel visual engagement, and increased brand loyalty and trust.
Revolutionising Customer Support with Video Integration
A ‘game-changer’ has arrived in the world of cloud contact centres. 8×8 has revealed that it will soon be launching native video functionality as part of its Contact Center service. This new feature is set to significantly speed up resolution times and enhance customer experiences.
Breaking Down the Innovation
This new solution will be directly integrated into the 8×8 Contact Center. It will enable agents to escalate customer interactions to video, right within their workspace.
This provides customers with the opportunity to visually aid agents in troubleshooting issues, all through their mobile devices. In essence, it embeds secure video interaction capabilities into the Contact Center, making it easier for organisations to add video for first contact resolution enhancement.
Real World Impact
Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group, shared how implementing 8×8 has transformed their operations.
“By enabling our contact centre agents to elevate customer interactions to video support, 8×8 provides us with the opportunity to remotely fix or re-evaluate 31% of issues quickly for a better, more seamless customer experience. Remote support has saved both time and money on both sides, and we consider that a huge win!”
Benefits of Video Functionality
The key features and benefits of this new video functionality are impressive. They include ease of use, a unified experience within the 8×8 Agent Workspace, and the ability to transition an interaction to video within a single flow of work. This results in improved first-contact resolution and higher customer satisfaction.
Increasing Brand Loyalty and Trust
The new video functionality also strengthens brand loyalty and trust. As Hunter Middleton, Chief Product Officer at 8×8, explains, the ability to quickly resolve issues via video results in a superior customer experience.
Final Thoughts
The introduction of native video functionality by 8×8 is a significant step forward for the cloud contact centre industry. With this, customer service agents can more effectively and efficiently handle complex issues, leading to improved customer satisfaction and cost savings for organisations.
As we move into an increasingly digital era, it’s clear that innovative solutions such as this will be critical in maintaining high customer service standards. The ultimate winners? The customers.
FAQ
Q: What is the upcoming availability announced by 8×8, Inc.?
A: The upcoming availability announced by 8×8, Inc. is the native video functionality for 8×8 Contact Center.
Q: How does the native video functionality enhance customer experiences?
A: The native video functionality allows contact centre agents to elevate customer interactions to video directly within 8×8 Agent Workspace. This enables customers to visually help agents troubleshoot issues through their mobile devices, leading to enhanced speed to resolution and overall customer experiences.
Q: How does the new solution embed video capabilities into 8×8 Contact Center?
A: The new solution embeds 8×8 secure video interaction capabilities directly into 8×8 Contact Center, making it easy for organisations to add video for enhanced first contact resolution.
Q: Can you provide an example of how this video functionality has benefited a customer?
A: Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group, stated that by enabling their contact centre agents to elevate customer interactions to video support, 8×8 provided them with the opportunity to remotely fix or re-evaluate 31% of issues quickly. This resulted in a better, more seamless customer experience and saved both time and money.
Q: In which industries have 8×8 customers already realised opportunities for enhancing customer support through video?
A: In the UK Public Sector, housing association agents are offering tenants video sessions to view on-site issues and resolve or assess routine maintenance service requests. Insurance claims adjusters are able to offer video sessions so that customers can show damaged property as part of the claims process without waiting for an adjuster to come onsite. Retail contact centre agents are also offering customers video sessions to help them assemble items they’ve purchased.
Q: What are the key features and benefits of video functionality for 8×8 Contact Center?
A: The key features and benefits of video functionality for 8×8 Contact Center include ease of use, a unified experience within the 8×8 Agent Workspace solution, a mobile experience for customers, improved and effective support, omnichannel visual engagement, cost savings, and increased brand loyalty and trust.
Q: How does video functionality contribute to improved first-contact resolution and higher customer satisfaction?
A: Video interactions allow agents to address complex issues more effectively, resulting in improved first-contact resolution and higher customer satisfaction.
Q: What is the 8×8 XCaaS platform?
A: The 8×8 XCaaS (Experience Communications as a Service) platform is an integrated cloud contact centre and unified communications platform that includes cloud contact centre, business phone, video meetings, team chat, and SMS capabilities.
Q: Is the 8×8 XCaaS platform resilient, secure, and compliant?
A: Yes, the 8×8 XCaaS platform is resilient, secure, and compliant. It offers the highest levels of reliability with a financially backed, platform-wide 99.999 per cent uptime SLA across an integrated cloud UCaaS and CCaaS solution.