8X8 - Cloud Contact Centre



Call center software by 8x8

Discover the advantages of using 8x8′s cloud-based call center software for your inbound call center operations.

  • Get started the fast, easy way—8x8 handles the technology for you.
  • Locate agents anywhere you need them.
  • Route inbound callers quickly and accurately with advanced call center features.
  • Adjust the number of agents, change scripts, fine-tune customer routing—all with a few mouse clicks.

Inbound Call center

Organizations over the world are discovering the advantages of using 8x8’s call center software for their inbound call center operations. With 8x8’s Inbound Call Center Solution, an organization can deploy a full-featured, state-of-the-art inbound call center quickly, easily and for a fraction of the up-front cost of deploying an on-premises system. All that is needed are the computers and an Internet connection.

One of the biggest advantages of implementing a hosted call center solution is that it eliminates the high cost of investing in new hardware, network infrastructure and software licenses in order to get the latest and most advanced inbound call center technologies. Because our call center software is delivered via the Internet, we assume responsibility for all maintenance and upgrades, including integration with leading CRM systems and overall application performance. 8x8 significantly reduces the strain on company’s IT departments.



Benefits for Home-Based Agents

Agents can be based anywhere without installing any special hardware or software. A work-at-home agent simply logs into the web-based application to begin taking customer calls, emails, or chat sessions.

Agents and supervisors can be just as productive as if they were all working at the same location.

8x8’s robust monitoring and reporting capabilities provide call center metrics to supervisors and administrators in real-time so you retain complete control over your customer experience. Call recording provides an added level of quality assurance.

With 8x8, your home-based agents are up and running in a manner of days. Training work-at-home agents on the 8x8 Virtual Contact Center is a snap thanks to our award-winning interface.

See how Direct Interactions, an outsourced call center uses 8x8 Virtual Office to run their nationwide team of home-based agents

  • Lower agent attrition
  • Increased service levels
  • Added flexibility for your business

No Hardware. No Software. No Cap-Ex.



Tech Support Benefits

8x8’s patented skills-based routing algorithms deliver customers to the right queue based on any number of criteria – IVR entries, CRM data, or other information. Intelligent and flexible routing parameters connect your customer to the right technician, right away.

Our desktop collaboration feature allows technical representatives to actively troubleshoot issues during the call, increasing the likelihood for first call resolution.

Integrated phone, email and chat capabilities provide additional cost-effective methods to provide your customers with the support they need via their preferred method of communication.

Resolution to common technical issues is at your technicians’ fingertips through either our searchable knowledgebase or via integration with your existing knowledgebase application.

A truly on-demand service, with 8x8 you can easily change routing parameters on-the-fly to address spikes or other issues that may impact service levels.

Our award-winning interface makes it easy for your technicians to learn and use system functions – slashing implementation timelines to days instead of months.

  • Powerful Support Capabilities
  • Multiple Support Channels
  • Increased First Contact Resolution

No Hardware. No Software. No Cap-Ex.



Benefits for Customer Interactions

8x8’s patented skills-based routing algorithms deliver customers to the right queue based on any number of criteria. Easily establish routing parameters using data from your CRM system or through information entered via the IVR. Intelligent and flexible routing technology ensures your customers are directed to the right agent, right away.

A truly on-demand service means you can easily change routing parameters on-the-fly to address spikes or other issues that may impact service levels.

By integrating phone, email and web chat channels; 8x8 empowers your customers to connect with you on their terms, and allows you to introduce new, cost-effective methods to connect with your customers.

Our award-winning interface makes it easy for your agents to learn and use system functions – slashing implementation timelines to days instead of months.

8x8 provides out-of-the-box integration with Salesforce.com and NetSuite. As a result, your call center agents have a complete view of the customer interaction history and can address inquiries knowledgeably and with sensitivity.

  • Increased agent productivity
  • Higher service levels
  • A better customer experience

No Hardware. No Software. No Cap-Ex.