8x8 Introduces Service Management for Contact Centers

8x8, a provider of cloud-based voice, video, chat, and contact center solutions, today launched 8x8 Service Management for Contact Centers, a monthly service.

The offering gives 8x8 customers a pre-defined number of support hours through a single point of contact for a monthly fee. The service also offers subject matter experts who can work with users to ensure timely administration of the contact center solution and efficient use of product features.

"Companies often move to the cloud to decrease the burden of maintaining the systems required to manage their contact centers. But that doesn't mean that they suddenly become experts in deploying routing strategies or IVR/self-service design," said Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics, in a statement. "8x8 Service Management for Contact Centers is an offering that many, if not most, companies will choose as a safety net, especially as they migrate from premises solutions to the cloud for the first time."

The 8x8 Service Management for Contact Center can include activities such as omnichannel setup, distributed deployments, enhanced interactive voice response customization, and co-browse and other system configuration options.

"The contact center is the lifeblood of any best-in-class customer experience strategy, but many companies just don't have the in-house capabilities to manage it properly," said Sam Wilson, senior vice president of small business and eCommerce at 8x8, in a statement. "The focus for contact center managers and agents needs to remain squarely on ensuring seamless, positive customer experiences. The 8x8 Service Management for Contact Center offer demonstrates how serious 8x8 is about fostering positive customer experience by providing the best total cloud platform for not only [unified communications] but contact center as well. The service offers an extra integrated layer of support so customer experience never falters, and companies can respond to the ongoing changing needs of their businesses."