8x8, provider of residential, business and video VoIP phone services, has expanded the market for its Packet8 Virtual Office hosted iPBX phone service with the introduction of a fully-integrated hosted call center solution designed specifically for small to medium sized businesses with less than 100 seats.
It is a multimedia distribution and management platform that works with any broadband Internet service and provides enterprise-class contact center functionality combined with Virtual Office hosted iPBX calling features and VoIP calling plans. Developed in partnership with Contactual, a global provider of demand contact center technology solutions, it lets companies quickly deploy and operate multi-channel contact centers within Packet8's hosted iPBX infrastructure without the time and expense of purchasing, installing and maintaining specialized equipment.
"With the Packet8 Complete Contact Center solution, small businesses that need a professional full-featured call center solution can now subscribe to a hosted VoIP-based service and benefit from the associated lower costs and flexibility," said Vice President of Sales and Marketing Huw Rees.
Delivered entirely as a hosted service, the Center requires no specialized hardware or software, no telecom equipment and no up-front capital expenditures, making it useful for blending in-house and offsite or multi-site agents, who require nothing more than a web browser and voice terminal. It offers:
Skill-based routing directs calls, emails, web chats and voicemail messages to an available agent with the highest skill level to handle that interaction.
Real-time monitoring and reporting provides metrics and gives supervisors the ability to manage agent teams effectively from any location.
Voice recording and logging helps improve customer service by evaluating interactions.
Interactive Voice Response managed through the web administrator interface supports multi-tier menus, customer-entered digits, queue look-ahead logic for number of calls in queue and expected wait time.
Contact and case management tool tracks and maintains customer data and interaction history.
For more visit 8x8.com.
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