8x8 has launched a new CCaaS solution, 8x8 Agent Workspace, which offers embedded UCaaS capabilities to bolster agent experiences.
Such capabilities include voice, team chat, and video meetings, built conveniently into the CCaaS solution to inspire collaboration, knowledge sharing, and enhance hybrid working.
The solution also fortifies the contact centre stack with agent-friendly features. For example, users can build agent desktops that act as a single pane of glass across multiple channels, automate desktop processes, and gain real-time support from agent-assist bots.
There are also tools that equip supervisors with enhanced insights into remote agent experiences, with embedded workforce engagement management, alongside reporting and analytics software.
Finally, the offering includes mission-critical tools for contact centre managers, including journey orchestration technologies, supervisor/admin interfaces, and an open cloud foundation for third-party integrations.
Introducing the solution and how it differentiates itself, Hunter Middleton, Chief Product Officer at 8x8, said:
With 8x8 Contact Center, organisations can leverage the full power of the 8x8 XCaaS platform, bringing together a comprehensive toolbox of composable employee and customer experience capabilities with the highest levels of reliability and security.
"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness so that every customer interaction is a great one."
Indeed, 8x8 is promoting the software as "easy to learn" and "easy to use". An excellent example of this is that the solution is browser-based to support remote working environments.