8x8, Inc. announced the upcoming availability of native video functionality for 8x8 Contact Center to enhance speed to resolution and overall customer experiences. Contact center agents can now elevate customer interactions to video directly within 8x8 Agent Workspace, allowing customers to visually help agents troubleshoot issues through their mobile devices. The new solution embeds 8x8 secure video interaction capabilities directly into 8x8 Contact Center, allowing organizations to easily and seamlessly add video for enhanced first contact resolution.

Within specific industries, 8x8 customers have already realized tremendous opportunities for enhancing customer support through the use of video. In the UK Public Sector, housing association agents are now offering tenants video sessions to view on site-issues and resolve or assess routine maintenance service requests, while insurance claims adjusters are able to offer video sessions so that customers can show damaged property as part of the claims process without having to wait for an adjuster to come onsite. In addition, retail contact center agents are offering customers video sessions to help them assemble items they?ve purchased, such as bicycles, appliances, or furniture.

Key features and benefits of video functionality for 8x8 Contact Center include: Ease of Use: the 8x8 XCaaS cloud platform enables organizations to leverage 8x8's native video escalation functionality for customer engagement with no integration required. Unified Experience: Easily configurable and handled within the 8x8 Agent Workspace solution, allowing contact center agents to seamlessly transition an interaction to video within a single, seamless flow of work. Mobile Experience: Customers can solve their issues faster and easier from any location using a mobile device, by clicking on an SMS to access video without having to download and install additional software.

Improved and Effective Support: Video interactions allow agents to address complex issues more effectively, resulting in improved first contact resolution and higher customer satisfaction. Omnichannel Visual Engagement: Deliver service on the customer?s channel of choice to visually collaborate with customers in real time. Cost Savings: Previously, many complex customer issues could only be resolved in person or through multiple interactions.

By enabling video elevation, when needed, organizations reduce the cost of service while providing better customer support. Increased Brand Loyalty and Trust: The ability to easily elevate customers to video enables agents to resolve issues more rapidly, resulting in a superior customer experience and effortless service. 8x8 Contact Center is delivered through the 8x8 XCaaS (Experience Communications as a Service?) integrated cloud contact center and unified communications platform, which includes cloud contact center, business phone, video meetings, team chat, and SMS capabilities.

8x8 XCaaS is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution.