Contact Center Checklist

Contact Center Buyer’s Checklist The best cloud contact centers offer a range of transformative capabilities, from sophisticated call management functions to game-changing analytics and a full choice of engagement channels. Use this checklist to benchmark the most important features against your own requirements. Features are for 8x8 X6 service plans and above unless otherwise stated. Also, see our Voice and Telephony Buyer’s Checklist for voice-specific features, and our Collaboration Buyer’s Checklist for video and audio conferencing features Features Description 8x8 Vendor 2 Vendor 3 Security and compliance Payment card Add-on services available to enable seamless secure ■ industry compliance payments. Meeting and call At least 30 days’ unlimited-capacity storage for any ■ recording storage recordings made by a user. E911/999 emergency User-updatable E911/999 emergency services location services information that verifies address information with the ■ servicing PSAP provider. Privacy GDPR-aligned to help your business to remain compliant with UK, EU and EEA privacy law. US/EU and Swiss Privacy ■ Shield Compliance. Business continuity Expert connect Resolve any query by bridging an expert colleague onto ■ the call with a single click (or engage them by chat). Skills-based inbound voice Match customers to the best available agent without the need for specialist IT skills. Cue better first-call resolution ■ and higher customer satisfaction. Interactive Voice Response Build and edit IVR call flows with an intuitive drag-and- (IVR) drop interface to help customers quickly find what they ■ need. Outbound preview dialer Show each customer’s information on-screen while the call is being connected to help your agents deliver a context- ■ rich and joined-up service. Outbound predictive Dial multiple numbers simultaneously and connect any AI dialer answered calls to your team. Unanswered calls are ■ automatically flagged for another time. Inbound, outbound, Meet your customers on the channels they prefer and get self-service, chat, email, a 360° view of each customer’s communications across all ■ SMS, social media, available channels. messaging apps For more information, visit 8x8.com.

Features Description 8x8 Vendor 2 Vendor 3 Business continuity (continued) Agent Workspace Provide your agents with an intuitive, design-led interface that transforms the contact center agent role by delivering a tailored experience that uniquely blends contact center and unified communications capabilities in a single application Agent-customer Allow agents to see exactly what a customer is looking at co-browsing online, helping them to find relevant information, clarify ■ any queries and fill out forms. Queued callback Reduce your customers’ wait time with a great alternative to call queueing. Instead of staying on hold, callers can ■ leave their number and receive a callback when their turn in the queue comes round. Web callback Invite customers to request a call via an online form, thereby saving them valuable time and enabling agents to ■ work more efficiently. Graphical call flow reports Chart a customer’s journey from the moment they reach the call center right through to call termination. Covers all stages of an engagement including IVR, queueing, ■ connection to an agent and post-call survey, giving you evidence-based support for training and process improvement. Customer experience Easily search for and discover opportunities for analytics improvement with a visual map of customer journey. Run ■ targeted searches of your data to identify issues and trends. Quality management Provides supervisor and agent interface for training, expert ■ support and coaching. Speech analytics Visualize common conversation topics and drill down to ■ learn and understand in greater detail. Post-call surveys Capture the customer’s voice with a native post-call ■ survey to help optimize your engagement strategy. Native CRM integration Built-in contact center and case management to keep agents supplied with essential customer information to ■ enhance each interaction. Knowledgebase Give customers a faster, smarter, and more consistent way of finding answers to their queries, via a library of ■ frequently asked questions (FAQ). Workforce management Improve staffing efficiency. ■ Remotely accessible Create a resilient contact and support work-from-home ■ agents with a unified cloud-enabled solution. Contact center calling zone Number of inclusive call minutes and number countries ■ included (excluding toll calls and special numbers). Full-stack vendor A single integrated UCaaS and CCaaS cloud platform with the ability to integrate with essential business ■ applications. Resilient infrastructure Sixteen data centers across seven global regions strategically positioned for maximum performance and ■ resilience. For more information, visit 8x8.com. 2

Features Description 8x8 Vendor 2 Vendor 3 Integration CRM Integrations Bring your contact center together with your CRM using Salesforce.com, out-of-the-box integrations. Microsoft Dynamics, Zendesk, and many more. Microsoft Teams Utilize the functionality of Microsoft Teams integrated with ■ 8x8 Contact Center. Seamless productivity Integrate your most popular business applications into a Microsoft single seamless experience. Office 365 and G-Suite 8x8, Inc. (NASDAQ: EGHT) is transforming the future of business communications as a leading software as a service provider of 8x8 XCaaS™ (eXperience Communications as a Service™), an integrated contact center, voice communications, video, chat, and SMS solution built on one global cloud communications platform. 8x8 uniquely eliminates the silos between unified communications as a service (UCaaS) and contact center as a service (CCaaS) to power the communications requirements of all employees globally as they work together to deliver differentiated customer experiences. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook. © 8x8, Inc. All Rights Reserved. Unless otherwise specified, all trademarks identified by the ®, TM, or SM are registered trademarks, trademarks, or services marks respectively of 8x8, Inc. 8x8®, 8x8 XCaaS™, eXperience Communications as a Service™, eXperience Communications Platform™ are trademarks of 8x8, Inc.

Questions:  [email protected] or 312.925.7731