8x8 unveils new Contact Centre features

8x8 has today announced new Proactive Outreach features for its 8x8 Contact Centre.

The new features will enhance customer messaging capabilities and eliminate the reactive nature of customer service.

By using 8x8's programmable SMS and WhatsApp capabilities natively in 8x8 Contact Centre, organisations can now provide a seamless end-to-end customer experience to send highly-personalised, outbound messaging campaigns at scale, with inbound responses directly routing to their agents or bots with full context and rich reporting.

"With Proactive Outreach, mid-size businesses now have access to native notification for SMS and WhatsApp without the need for a third-party solution," said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. "Now, instead of 'do not reply to this SMS' companies can offer a direct transfer to contact centre agents when required."

For industries in which proactive customer messaging and engagement is particularly important, this new solution provides a host of opportunities to enhance customer engagement. By proactively supplying customers with relevant, necessary information, organisations can increase customer satisfaction and contact centre agents can instead focus on more complex, time consuming tasks.

Among the key benefits are: proactive customer engagement, the ability to optimise conversation and revenue, and to measure impact, and reliable communication channels.

Its key features include:

• Notify: One-to-many, personalised outbound messaging, with direct routing, reporting and analytics.
• Interact: One-to many and two-way messaging, which includes Notify capabilities plus automation, API access and inbound routing to contact centre agents or bots.
• Alert: Instant, mass outbound notifications, using pre-made templates for sharing time sensitive, critical information.

"As customer expectations continue to shift – demanding more and more from organisations – technology vendors need to provide the products that allow organisations to effectively meet those new and changing expectations and demands," said Hunter Middleton, chief product officer at 8x8. "By introducing Proactive Outreach for 8x8 Contact Centre, we are enabling organisations to better serve their customers through highly-personalised, scalable outbound messaging, enhancing customer satisfaction and empowering contact centre agents to be more productive and efficient."

8x8 Contact Centre is built on 8x8’s integrated cloud contact centre and UC platform, which includes business phone, team chat, video meetings and SMS capabilities, is a resilient, secure and compliant cloud platform that provides high levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.

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