Product Overview
Complete Contact Center
8x8 Complete Contact Center
8x8 Complete Contact Center
services include:
• Multimedia contact management
including phone, chat, email,
voicemail, and third-party
Internet fax
Powerful, easy to use hosted call center solution
• Skills-based routing allows
transactions to be distributed
based on skill level (high, medium,
or low skill level)
8x8 Complete Contact Center is a hosted call center solution that delivers
greater agent productivity and flexible call center management, at a
fraction of the cost of traditional call center solutions. The 8x8 Complete
Contact Center works with 8x8 Virtual Office VoIP phone service to give
you an easy-to-use yet extremely powerful contact center.
• An easy-to-use customizable IVR
• Contact and case management tool
• Computer telephony
integration (CTI)
• Real-time Monitoring
• Historical and on-demand reporting
8x8 for Call/Contact Centers
Optional services include:
• Customizable CRM solution provides
8x8 Complete Contact Center is a full-featured, enterprise-class contact center for
up to 60 user-defined fields to
businesses of all sizes.
manage customer data.
With 8x8 Complete Contact Center, you don’t have to worry about expensive hardware,
software, training, and administrative costs or integration headaches. 8x8 Complete Contact
• Recording service allows you to
specify percentage of calls to be
Center’s on-demand platform delivers world-class contact center functionality without the
recorded by agent and/or queue.
need for specialized premises-based infrastructure. With 8x8 Complete Contact Center, your
• API for integration with Salesforce,
agents, supervisors, and system administrators require nothing more than a web browser and
NetSuite and other third-party
8x8 Virtual Office phones, or 8x8 softphones, to use the service.
applications.
These simple requirements enable agents to be deployed cost effectively, regardless of their
location. Its minimal infrastructure and centralized management make it the ideal solution for
blending in-house and offsite or multi-site agents.
8x8 Complete Contact Center includes multimedia routing and reporting (voice, voicemail,
email, chat, and fax) so you can connect with customers and prospects in whatever manner
they prefer.
Product Overview
Complete Contact Center
8x8 Complete Contact Center supports call queue and skill-based
priority routing:
• Each incoming dialed number can have its own IVR/routing script or share a script with
another incoming number.
• A script can provide different routing strategies based upon the time-of-day, day-of-week
and specific dates.
• An incoming call script can solicit DTMF input and/or use dialed number and calling line-ID
to make a direct routing decision. Alternatively, this information can be used to check the
Complete Contact Center database or an external database to make a routing decision.
• The Contact Center can check if the queue is overloaded. If the queue threshold or overload
is met, the call, chat or email can be routed differently.
• Contact Center phone queues may offload inbound calls into voicemail if the queue
gets overloaded.
• Inbound calls are routed to the agents with the highest skill level. If those agents are logged
out, busy or otherwise unavailable, the call goes to the medium-skilled agents, and then the
lowest-skilled agents.
Agents Anywhere
Agents at home or office, local or offshore are handled in a uniform manner. Agent, supervisor,
and administration GUIs are all securely accessible from anywhere in the world through a
standard web browser with a high-speed Internet connection. The Agent Desktop provides
office and ACD phone features such as multiple lines, conference, transfer, hold, mute, record,
ready, after-call work, break, etc. with just an 8x8 IP phone or an 8x8 softphone.
Customizable IVR
The service includes IVR (Interactive Voice Response) capabilities managed through a web
administrator interface. The IVR supports multi-tier menus, customer-entered digits, queue
look-ahead logic for number of calls in queue and expected wait time. Multiple schedules with
special day exceptions are supported in the IVR logic. Database dip results can be used to
alter routing and call priority as well as being forwarded with the call to support intelligent
screen pops. Each incoming channel (DNIS) can have its own IVR script and localized message
set. Each queue or skill can have its own on-hold message. This supports varied applications
including multi-language localizations. Testing can be done on test channels. Once the
application is correct, a production channel can use the tested script. Changes can be made
on-the-fly.
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Product Overview
Complete Contact Center
A key benefit of 8x8 Complete Contact Center’s built-in IVR is its ease of use. 8x8 Complete
Contact Center provides the tools to easily manage schedules, prompts, announcements,
database dips, skills and priorities.
• Upload, select, and review: prompts, in-queue waiting music, and voicemail prompts
• 100% configurable through web browser interface
• Create/modify IVR scripts with local and remote host data dips
• Set up schedule variables with time of day/day of week with alternate greetings and
holiday exceptions
• Create routing scripts using caller data (caller ID) and make a routing decision based
on results
• Play greetings based on contact center status and loads
• The 8x8 Complete Contact Center IVR has the ability to pass through the following values
and make a routing decision:
–– Numbers (e.g. account numbers)
–– Currency (e.g. account balances)
–– Dates
–– External variables 1 and 2
The use of external variables allows queries to be made to external resources such as another
CRM from your IVR script.
8x8 Complete Contact Center’s built-in IVR uses a point and click interface that allows each
customer to create and modify their own scripts.
IVR Script Management User Interface
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Product Overview
Complete Contact Center
Multimedia Queue Management Tools
Advanced Service Level Alerting
8x8 Complete Contact Center supports separate service level objectives for each queue.
Service level notifications can generate emails whenever a target SLA is not met. This also
extends to case management. If cases are stalled or have no activity, an email alert can be
triggered to notify a group of supervisors or administrators.
Queued Phone Calls
8x8 Complete Contact Center allows customized audio files to be uploaded for in-queue
waiting music. Phone queues also feature overload process rules which enable calls to follow
an overload script if no agents are available, or if a predefined queue threshold has been
reached. These overload scripts allow further action such as forwarding the call to voicemail or
to an overload menu.
Queued Chat Sessions
Chat sessions initiated from a web page link are queued and distributed to agents.
Queued Email
Email scripts can be created to intelligently route emails based on sender, recipient, keywords
in subject line, and lookup CRM values/data. They are also scanned for viruses and spam.
These emails are placed into a queue and dynamically created as “Customers” and “Cases” and
automatically assigned a new case number once accepted by the agent.
Queued Fax Sessions
8x8 Complete Contact Center supports queued faxes through a third-party Internet fax
service which sends the fax to an email address configured for the Complete Contact Center.
This service requires the custom CRM solution.
Queued Voicemail
Messages left in voicemail queues are associated with skills-based routing and delivered to
the next available agent with the highest skill level. When the agent becomes available, the
agent’s phone will ring. Upon pickup, the voicemail will be played back to the agent. Optionally,
the voicemail can also be delivered by email.
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Product Overview
Complete Contact Center
Contacts and Case Management Tool
A basic Contacts and Case Management Tool solution is included for customers who need
a simple yet effective way to manage their contacts and cases. A centralized repository of
customer data ensures that agents have current information at their fingertips, regardless of
the communication source.
Screen pops are based on information gathered from Caller ID, DTMF digit selection through
the IVR, or information pulled from the CRM.
Basic Contacts and Case Management Tool
CRM Integration
8x8 Complete Contact Center also offers out-of-the-box integration with Netsuite and
Salesforce.com through the optional web API:
• Single Sign-on — Don’t worry about logging into two separate applications! Just sign into
8x8 Complete Contact Center and we’ll bring up your NetSuite or Salesforce.com application.
• Click to Dial — Save time by easily contacting your customers by clicking on a phone number
inside a Contact record.
• Screen Pops — Quickly identify who’s calling and their history by having the caller’s
NetSuite or Salesforce.com record pop up once your representative answers the call. If
you are already a NetSuite or Salesforce.com customer, you can be up and running on 8x8
Complete Contact Center in minutes—Complete Contact Center is 100% web-configurable.
The Complete Contact Center API allows synchronization with third-party CRM solutions,
databases, and/or custom applications.
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Product Overview
Complete Contact Center
CTI (Computer Telephony Integration)
8x8’s built-in CTI allows you to leverage telephone functionality using virtually any web-based
API. We’ve also built out-of-the-box CTI integrations to leading CRM products, meaning there’s
no need for expensive third-party software or hardware. The 8x8 CTI includes:
• Coordination of telephony and data delivery to the agent via screen pops
• Control of telephone functionality directly from the desktop (transfer, mute, conference, etc)
CTI Benefits
• Improves productivity as agents can immediately identify the caller and access their
information
• Increases customer satisfaction since customers no longer need to repeat information
should they be transferred.
Call Recording
Call recording is an optional feature within Complete Contact Center. Selectable criteria
for recording are 1) percentage of calls by skill, 2) percentage by agent ID inbound and/or
outbound and 3) on demand using a button on the agent toolbar. Recordings are indexed and
viewable from any authorized supervisor position. Individual recordings can be played back
or saved to disk as .wav files. A secure ftp site is provided to download recordings in bulk.
Recordings are removed once the recording storage space has been consumed. The newest
recording will overwrite and replace the oldest recording. The SFTP server allows users to bulk
download files and store them locally, to ensure nothing is lost.
8x8 Complete Contact Center records conversations based on any and all of the
following criteria:
• Percent of calls handled by a particular queue
• Percent of calls handled by a particular agent
• Percent of direct calls to a particular agent
• Percent of outbound calls made by a particular agent
• On demand from the Agent Desktop
Other recording benefits:
• Monitor quality assurance by recording calls
• Supervisors may retrieve call recordings through the Agent Desktop
• Bulk downloads to local server through secure FTP
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Product Overview
Complete Contact Center
Robust Reporting and Monitoring
8x8 Complete Contact Center uses a browser-based Agent Desktop to present and control
agent interaction. No client software installation is required.
Agents can view the status of other agents within the Agent Desktop. Agents and
supervisors can view the status of their queues. Supervisor logins show greater detail such
as monitoring and reporting options. In addition, the Agent Desktop will present transaction
details: who’s calling, the number they dialed, the queue selected, and the wait time in
the queue.
Agent Desktop displaying customer
contact information for an
incoming transaction
Agent Desktop displaying
queue/agent status
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Product Overview
Complete Contact Center
Supervisor monitoring capabilities available with our solution include the following:
• View current status of all agents
• Listen in and/or view the live interaction status
• Join the interaction
• Receives the same screen pop data that the agent receives
• Supervisor can see attached data associated with agent call
The supervisor is presented real-time information and tools needed to track agent efficiency
as well as queue efficiency.
Agent Monitoring
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Product Overview
Complete Contact Center
Real-Time Monitoring
Real Time Agent and Queue Monitoring
Supervisor positions are able to see the real-time status of their agents and the time the
agent has been on a particular status. They are also able to see the number of calls in progress,
the number waiting, and the longest waiting call per queue/skill. Supervisors have access to
real-time service level screens and real-time agent status graphs indicating the percentage of
time in various states (e.g. on call, waiting, after work, on break, etc.).
Real-time Display Window
• Queue Management Statistics
• Agent Management Statistics
• Agent activity bar graph last 30 minutes
• Agent activity bar graph all day
8x8 Complete Contact Center’s Real-Time Reporting View
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Product Overview
Complete Contact Center
Live Call Monitoring
Authorized supervisors can monitor live agent calls from any location. A supervisor uses a web
browser to pick an agent to monitor. The system calls the supervisor’s phone with the call in
progress and the microphone muted. Buttons allow the supervisor to barge-in, select another
agent, or quit monitoring. Supervisors have scoped visibility to monitor and playback recordings
only within their own agent groups.
Supervisor Panel to select and monitor live calls.
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Product Overview
Complete Contact Center
Historical Reporting
8x8 Complete Contact Center provides 28 standard reports with extensive filtering
capabilities. Reports are generated on demand and can be selected by date interval, agent
groups, queues and media type. Reports are accessible though the supervisor Agent Desktop
and are delivered in Excel-compatible formats or delivered through the Contact Center
Historical Reporting XML API.
Generating Historical Reports
List of Historical Reports
Agents
Groups
–– Time on status
–– Time on status
–– Login time
–– Inbound transactions
–– Inbound transactions per media
–– Inbound transactions per media per queue
–– Inbound transactions per media per channel per queue
–– Processing and post processing times
Media
–– Inbound transactions
–– Abandoned transactions
–– Accepted transactions - on line media
–– Accepted transactions - off line media
–– Processing and post processing times per media
Queues
–– Processing and post processing times per media
–– Inbound transactions
per queue
–– Processing and post processing times per media per
channel per queue
–– Abandoned transactions
–– Accepted transactions - on line media
–– Accepted transactions - off line media
–– Other transactions analysis
–– Detailed entered transactions activity
–– Detailed outbound call activity
–– Detailed accepted transactions activity
–– Detailed accepted transactions activity
Channels
–– Inbound transactions
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These reports can be exported into Excel to be forwarded as
–– Accepted transactions - on line media
reported and/or manipulated further if required.
–– Accepted transactions - off line media
Product Overview
Complete Contact Center
Summary
The 8x8 Complete Contact Center is the fastest, easiest way to deploy a world-class
contact center.
8x8 Complete Contact Center Benefits
• Low start-up costs, low monthly fees—Implement with no hardware (except phones) to
install or manage, just one low monthly fee.
• Advanced call center features—Empower your team with advanced capabilities like skillsbased routing, multimedia queuing, and realtime monitoring and reporting.
• Your agents, anywhere—Unite local and remote agents under one virtual call center. All
information is routed through our hosted call center application, so you can establish routing
rules and agent groups without limiting you to a single physical location.
• Get started quickly—Deploying a call center is now fast and easy; our jumpstart program
gets you up and running fast.
• Easy to use—Configure your call center or make changes on the fly, without any assistance
from your IT department.
• Grows with you—No need to pay for more seats than you need. Start small and grow with
8x8’s scalable solution and the pay-as-you-grow pricing model.
Call 212-780-9680 x111 or visit us at www.nccomm.com
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