8x8 has announced that it will soon introduce a native video feature for its 8x8 Contact Center, enabling organizations to provide another communication channel to their customers.
With this new feature, contact center agents can incorporate video into their interactions with customers directly within the 8x8 Agent Workspace. This means that agents can use their mobile devices to visually assist customers in troubleshooting problems. This innovation integrates secure video communication capabilities right into the 8x8 Contact Center, making it effortless for organizations to integrate video into their customer interactions, ultimately leading to shorter average resolution time (ART) during initial contact. The company's focus on creating seamless customer support can also be seen in its previous introduction of the Voice Conversational AI.
“Video capabilities within the contact center offer a huge array of possibilities for customer support, especially for specific industries and use cases, minimizing the need for on-site visits, saving time, and reducing overall costs. By offering video functionality natively in 8x8 Contact Center, we are providing organizations with yet another tool for exceptional customer service and support. Through the use of video, organizations can more quickly and easily resolve complex customer issues in a secure and private medium, all while saving money and creating a more seamless experience for customers and agents,” said Hunter Middleton, Chief Product Officer at 8x8.
Video functionality improves support and brand engagement
8x8's cloud platform allows organizations to use video for customer engagement without the need for complex integration. Contact center agents can easily switch to video interactions within the same workspace, ensuring a smooth and uninterrupted customer service process.
Additionally, customers can quickly resolve their issues using their mobile devices by clicking on an SMS link, which directly takes them to a video chat, with no need to download additional software.
Previously, some complex issues required in-person or multiple interactions, but now, video capability helps reduce service costs while maintaining high-quality support.
Successful video implementation across sectors
In certain industries, 8x8 customers have already experienced significant benefits by incorporating video into their customer support services. For instance, in the UK Public Sector, housing association agents now use video sessions to allow tenants to remotely address on-site issues and assess routine maintenance requests.
Similarly, insurance claims adjusters provide video sessions to customers, enabling them to showcase damaged property as part of the claims process without requiring an adjuster to physically visit the site. Additionally, in the retail sector, contact center agents are using video sessions to assist customers in assembling purchased items like bicycles, appliances, or furniture.
Apart from focusing on enhancing customer support, 8x8 has also introduced the 8x8 Omni Shield, to help enterprises protect their customers from fraudulent SMS activities.
