Welcome to our round-up of the top news in the CX space over the last seven days.
8×8 Releases an Agent-Centred CCaaS Solution
8×8 has launched a new CCaaS solution, 8×8 Agent Workspace, which offers embedded UCaaS capabilities to bolster agent experiences.
The 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.
Twilio Releases a New Solution to Boost Contact Centre Sales
Twilio has announced the general availability of its Twilio Frontline solution which aims to enable sales agents to engage with customers – across their favourite channels – within a single application. It also allows contact centres to build compliant, user-friendly experiences through workflow customisation, employee empowerment, and secure engagement.
The solution contains embedded compliance features to securely archive conversations, authenticate users and retain control of contacts.