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