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.