8x8, a provider of cloud-based unified communications, contact center and collaboration solutions, has partnered with Zendesk, a cloud-based customer service platform, to develop a bundled cloud contact center solution.
8x8 Virtual Contact Center (VCC) and Zendesk function as a single SaaS instance with reporting and runtime data integrations, enabling contact centers to increase first call resolution rates, shorten call handle times, and extract the right metrics needed to maximize the efficiencies of the contact center.
Zendesk provides the software for agents to track customer issues, tie inquiries to a single customer record and drive agents to a solution. 8x8 manages customer interactions across voice, chat and other channels to ensure customers are connected with the agent who is best prepared to help them. With the combined 8x8 Virtual Contact Center/Zendesk solution, organizations can provide quality customer service experience to increase satisfaction and build loyalty while saving money through greater efficiency.
In contrast to existing integrations between contact center services and customer service applications, the 8x8/Zendesk integration provides significant value out-of-the-box with no customization required, the companies said. This minimizes the cost and delays contact centers generally face when implementing new software integrations. Additionally, the tight integration between the two solutions leads to greater efficiencies within the contact center for both agents and supervisors.