8x8 is among the market leaders in the CX environment, offering immersive and flexible solutions for customer service and support. Designed for the age of cloud flexibility, 8x8 technology adapts to suit your business, with a host of solutions ranging from CRM technology to CX analytics.
The “Customer Engagement” area within 8x8’s portfolio is part of the wider 8x8 contact centre environment. These products are intended to help businesses of all sizes provide memorable customer experiences through reliable communication tools, excellent data protection, personalised conversations and more.
Here’s your introduction to the 8x8 Customer Engagement solution.
8x8 Customer Engagement Software: Features
The 8x8 Customer Engagement Software is a part of the wider 8x8 portfolio, so you can easily connect it to other offerings from 8x8. For instance, you can design a comprehensive contact centre on the cloud with 8x8 which includes customer engagement software, real-time secure payment solutions, omni-channel routing, and quality management.
8x8 also offers support for a range of digital channels and CX analytics as part of the available contact centre package.
The Customer Engagement Software from 8x8 specifically focuses on the Customer Relationship Management application, embedded within the agent interface, and the secure payment system. The 8x8 CRM can:
- Intelligently route interactions to ensure the right customer reaches the right agent
- Automatically present customer records at the beginning of each interaction
- Offer a consolidated interface for tracking customer data
- Integrate information from other systems, funnelling insights into a single screen
The CRM boosts agent productivity by offering easy access to crucial information and streamlining discussions across all touchpoints. Agents can use their interface to easily reference customer information and provide personalized experience. It’s also easy to track the end-to-end consumer journey. The CRM joins 8x8 Secure Pay – a payment processing tool which allows contact centres t easily handle payments and improve compliance.
The Secure Pay service improves customer security, provides peace of mind with direct payment support, and automates payment collection through IVR.