8x8 has expanded the availability of its Video Elevation tool within the 8x8 Contact Center to enable contact center personnel to visually examine and handle client issues, such as analyzing property damage or assisting with product assembly, without needing onsite support.
“The ability to elevate customer support issues to video is an incredible way to optimize contact center operations while driving a higher level of customer experience and satisfaction. The new one-way video capabilities reduce average handling times and increase first contact resolution for so many industries, including retail, manufacturing, and housing, while also improving the contact center agent experience, empowering them to provide faster, more seamless customer support,” said Hunter Middleton, Chief Product Officer at 8x8.
The video engagement tool allows agents to select the best solution for each situation, drastically lowering support expenses and reducing time spent on in-person visits.
In retail, 8x8 clients have used Video Elevation to assist consumers with product assembly or discovering missing parts in a timely and convenient manner. Furthermore, video communication enables contact center operators to explain misconceptions and navigate linguistic difficulties, cutting average handling times.
The 8x8 Contact Center's Video Elevation offers the following key use cases and benefits:
- Auto Insurance Providers: Agents may analyze automotive damage instantaneously by sending a secure, one-way video link via SMS, minimizing the need for on-site inspections and accelerating insurance claim processes.
- Manufacturers: The capability offers a quick examination of sophisticated industrial equipment to decide whether remote resolution is feasible or an in-person visit is required.
- UK Public Housing Associations: Video Elevation provides residents with a new way to resolve issues more quickly and in a more sensitive, individualized manner.
- Retailers: In an omnichannel retail environment, agents may quickly access video history, screenshots, metadata, and recordings from the 8x8 Agent Workspace to create a more personalized customer experience.
- Utilities: Agents benefit from dynamic controls that help them provide effective customer service, such as collecting screenshots, asking geolocation, or switching between cameras on the customer's smartphone.
- Enhanced Agent Experience: With integrated video functionality in the 8x8 Contact Center, agents can handle conversations more safely and efficiently.
- Extended Recording Storage: The platform allows for up to 130 days of hot storage and ten years of cold storage for video recordings.
