8x8 Debuts Cloud-Based Single Platform Global Contact Center Solution



8X8, a provider of cloud-based unified communications and contact center solutions, has launched 8x8 Virtual Contact Center (VCC) Global solution which eliminates the complexity of logging into multiple contact center systems to manage traffic from different continents.

According to the company, the solution is the first cloud-based contact center solution that seamlessly connects an organization’s international agents over a single platform with integrated presence, multilingual chat with automatic translation, call routing, reporting and management.

With VCC Global, multinational enterprises with international contact centers can:

  • Manage global call centers through a single worldwide platform with presence around the world and full visibility into the activities of all agents regardless of their location
  • Intelligently route interactions, including chats with automatic language translation, to agents anywhere in the world to ensure customers can always reach the person who can best solve their problem
  • Take advantage of 8x8’s international presence through data centers in the U.S., Canada, U.K., Hong Kong and Australia to deliver optimal call quality through localized call routing and carrier selection
  • Use the same reporting and management tools for all agents, minimizing the need for separate instances of configuration and management tools
  • Create agent groupings and queues without concern over the physical location of the agents

“Managing a contact center with agents and customers distributed globally brings a complex set of business challenges ranging from call quality to agent availability to reporting and administration,” said Nancy Jamison, principal analyst, customer contact, Frost & Sullivan, in a statement.

“This latest enhancement to its cloud-based contact center solution not only eliminates the latency experienced when only one data center is available to route calls, it allows businesses to maximize the productivity and effectiveness of its agents while improving first call resolution by matching customers to the most appropriate resource.”

Supporting customers around the world creates problems for many organizations. Most systems provide only one connection to the PSTN, requiring calls to bounce around the world even when both the agent and the caller are in the same area. This often results in delays that can thwart international conversations. 8x8 optimizes international call quality for global contact centers by using its proprietary geo-routing technology along with nine data centers to efficiently connect customers with experts around the world through consistently high quality interactions.

“As our mid-market customers continue to expand operations domestically and internationally, so too will our internal research and development efforts, such as our proprietary geo-routing call technology, that will enable our customers to conduct business efficiently and successfully anywhere in the world,” said 8x8 CEO Vik Verma, in a statement.

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Revenue for the North American contact center solutions market indicates a growing preference for hosted services, but while companies are investing in the cloud, they are still relying on on-premises tools, which suggests there is ample room for growth among vendors, Frost & Sullivan finds.

Posted December 16, 2015