8x8 Upgrades Virtual Contact Center to Enhance Agent Productivity and the Customer Service Experience

  8x8 Upgrades Virtual Contact Center to Enhance Agent Productivity and the
  Customer Service Experience

    New Features in Version 7.1 Include Enhanced CRM Integration, Improved
     Security, New Administrator Controls and Agent Interface Refinements

Business Wire

SAN JOSE, Calif. -- April 26, 2013

8x8, Inc. (NASDAQ: EGHT), provider of innovative cloud-based communications
and computing solutions, today announced the release of Virtual Contact Center
7.1, an upgraded version of its hosted call center software service with new
features designed to improve the efficiency of agents and to facilitate the
administration of larger contact centers.

8x8 Virtual Contact Center is a cloud-based call center solution that is
offered as either a standalone service or an integrated component of the 8x8
Virtual Office hosted PBX business phone system. Ideal for small to mid-sized
call center organizations or call center departments within larger
enterprises, Virtual Contact Center offers rapid start-up and provisioning
(hours or days versus weeks or months), ease of use (set-up and management by
call center administration, not IT) and a patented Advanced Virtual Tenant
Architecture (AVTA) designed to deliver industry-leading reliability.

"8x8 Virtual Contact Center provides everything we need to manage our call
centers effectively and ensure that customers get the right assistance right
away,” said Rob Storie, Customer Service Supervisor at international clothing
retailer Zumiez. “Between the broad, deep CRM support, recording and security
features, advanced routing options and productivity-enhancing UI, 8x8 Virtual
Contact Center enables a customer service experience so stellar that it gives
us another powerful market differentiator.”

The Virtual Contact Center 7.1 release offers features and enhancements that
impact all users of the Virtual Contact Center including Administrators,
Supervisors and Agents.

These include:

  *New, out-of-the-box CRM support for Zoho (in addition to Microsoft
    Dynamics ZenDesk, Salesforce and NetSuite) plus enhanced CRM integration
    with NetSuite
  *Configuration Manager functionality now allows multiple
    administratorswith customizable privileges offering better security and
    control
  *Configuration Manager presentation enhancements including sorting,
    filtering and grouping tenant data
  *Agent interaction refinements including shortcuts, forced transaction
    codes, and recording pause
  *Refined Caller ID controls to allow agent-by-agent selection of outgoing
    Caller ID
  *Roles-based management to add granular system security and control
  *Enhancements for creating and editing IVR scripts
  *Configuration user interface improvements increase presentation options to
    ease the management of larger contact centers
  *New support for Microsoft Dynamics authentication through Office 365,
    enabling single sign-on functionality
  *New scheduling options for IVR routing and services

Virtual Contact Center 7.1 is available today and has already been provided
free of charge to existing customers of 8x8 Virtual Contact Center services.
8x8’s cloud based infrastructure enables customers to receive the benefits of
the upgrade process without any downtime, enabling complete business
continuity.

For additional information on 8x8 Virtual Contact Center, visit
http://www.8x8.com/CommunicationsSolutions/ByProduct/CompleteContactCenter.aspx.

About 8x8, Inc.

8x8, Inc. (NASDAQ: EGHT) empowers business conversations for more than 30,000
small and medium-sized businesses with cloud communications services that
include hosted PBX telephony, unified communications, contact center and video
conferencing solutions. The company has been delivering business
communications services since 2004 and has garnered a reputation for technical
excellence and outstanding reliability. In 2012, 8x8 was named a market
“leader” in Gartner’s Magic Quadrant for Unified Communications as a Service
(UCaaS) in North America and recognized as the No. 1 Provider of Hosted IP
Telephony by Frost & Sullivan. For additional information, visit www.8x8.com,
or connect with 8x8 on Facebook, LinkedIn and Twitter.

Contact:

8x8, Inc.
Joan Citelli, 408-654-0970
Joan.citelli@8x8.com
 
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