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At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
8x8 Shows Growth of Cloud Contact Centers and Importance of Customer Service
Cloud communications and collaboration solutions vendor, 8x8, Inc., has launched an enhanced cloud contact center solution aimed at mid-market organizations. Some of the new solution’s key features include mobility for agents and supervisors, a virtual queue where customers can request a callback, reporting capabilities to offer insight into contact center performance, and enhanced real-time chat. The solution also comes with a native CRM tool that customers can use singly or concurrently with their own existing CRM.
8x8, Inc.’s increased focus on mid-market contact centers mirrors small and medium business’s (SMB) increasing cloud-based contact center solution adoption rates. Our 2013/14 Enterprise Technology Benchmark showed that nearly 25% of businesses were either currently using cloud contact center platforms (i.e., ACD and/or IVR) or else planning or evaluating migration to the cloud. SMBs made up the vast majority of those companies with large enterprises showing increasing adoption rates as well.
8x8’s enhancement choices, especially in agent mobility and reporting capabilities, also reflect the industry’s increasing focus on customer service as a measure of contact center success. The new platform should provide greater insight into contact center performance, higher agent awareness of important KPIs, and increased management flexibility for supervisors.
Companies of all sizes should evaluate cloud solutions as part of their ongoing plans and can expect rapid growth in cloud offerings from an increasing variety of vendors.