In a world driven by customer experience, the right contact centre is one of the most important tools in any company’s kit. With the right cloud-based contact centre, you can build an adaptable, scalable environment for customer experience. Today’s market leaders offer everything business leaders to delight, impress, and convert their customers.
The question is, which cloud contact centre is best? RingCentral Contact Centre is a state-of-the-art tool for leading global brands in search of a flexible environment for customer service. The 8x8 Contact centre also competes with highly versatile technology, ready to adapt and shift to suit your business needs. With everything from omnichannel support to AI insights, making the right choice can be tough.
Today, we’re going to be looking at the features of both the 8x8 contact centre and the RingCentral Contact Centre system, to help you make the right choice.
8x8 Contact Centre: Features
The 8x8 contact centre is a flexible and scalable solution for today’s ever-evolving customer service ecosystem. One of the most versatile contact centre products on the market, 8x8’s technology ensures companies can choose the technology they need to connect with customers, align hybrid workers, and pluck valuable insights out of their data.
The 8x8 contact centre combines collaboration tools for staff working on customer problems, with work monitoring, AI analytics, and intelligent routing. Just some of the many features you can leverage through 8x8 include:
- ACD with skills-based routing
- Omni-channel intelligent routing
- AI-powered IVR with self-service
- Predictive dialling for outbound calls
- Unified inbox for all channels
- Quality management and workflow optimisation
- Workforce management tools
- Customer surveys
- Screen and call recording
- IVR full journey maps
- Customer experience analytics
- Native CRM support
- Payment processing with PCI DSS level 1
- Service management
The 8x8 contact centre is all about the benefits of combining user and customer experience. Not only do you get the functionality required to deliver the experiences your clients are looking for, but you get tools to empower your agents too. This end-to-end contact centre solution can adapt to suit any business, and there are even help and training tools provided by 8x8 to help you get started.
RingCentral Contact Centre: Features
Similar to 8x8, RingCentral offers a flexible, all-in-one cloud contact centre where companies can reach their customers on a variety of channels. Everything you need to engage your audience is aligned in the same convenient user interface, so agents anywhere can stay productive. You can even link your contact centre to your CRM technology, for better insights into customer context. Alternatively, align your UCaaS and CCaaS environments for end-to-end communication.
Smart, efficient, and surprisingly easy to use, the RingCentral CCaaS solution combines multiple crucial components of the modern contact centre in one package, including:
- Agent management and scheduling
- Skills-based routing
- Real-time customer journey insights
- Workforce management and incentives
- Service quality analytics
- Feedback forms and agent scoring
- Sentiment analysis
- Speech and text analytics
- Voice recording
- Real-time visual graphics
- Custom reports
- CRM integrations with tools like Salesforce
- Self-service support with intelligent IVR
- Omni-channel communication
- Integrated directory
- Supervisor tools for barge-in and coaching
- Automated virtual hold
- Chatbots and virtual assistants
- Campaign management and outbound diallers
With a huge selection of inbound and outbound contact centre features to choose from, you’ll have no problem scaling your CX strategy to suit a changing customer landscape. You’ll also get access to workforce management tools, so it’s easier to ensure all of your employees are delivering the best outcomes, regardless of whether they’re working remotely or in the office.
8x8 Contact Centre vs RingCentral Contact Centre
Both the 8x8 Contact Centre and RingCentral Contact Centre have a lot to offer for an excellent customer experience. With each of these ecosystems, you’ll access a comprehensive omnichannel toolset for improving customer experience on a host of digital channels.