The News: 8×8 has introduced new video functionality into its contact center solutions. Contact center agents can now natively provide a video interaction directly from Agent Workspace, helping to save time and money and support more positive CX with easier issue resolution. More information is available in this press release on the 8×8 website as well as this press release that focuses on how UK housing authorities are using video capabilities.
New Video Capability Brought Into 8×8 Contact Center
Analyst Take: Have you ever had to verbally describe a problem you were having to a contact center agent and struggled to find the right words, or the problem was too complex to convey? Or tried to assemble something and got stuck halfway through the project? The use of video within contact centers helps to solve these challenges.
Integrated cloud contact center and unified communications platform provider 8×8 has launched a new capability into its contact center where customer interactions can go directly to video from the 8×8 Agent Workspace. Agents can now remotely troubleshoot problems with a customer, with the customer using their mobile device.
Using video provides many advantages. One of the largest ones is that it could result in resolution right during the remote interaction, as opposed to having to send a costly technician to fix a problem.
According to 8×8, in the UK Public Sector, housing association agents have been using this capability. Known as 8×8 Remote Fix, it can help solve the lengthy process of tenant repair requests by having tenants use video sessions so that onsite issues can be viewed and maintenance services assessed.
Platform Housing Group has been leveraging this functionality and has reported the ability to remotely fix or re-evaluate 31% of issues quickly. Platform Housing Group has been using it with not only their contact center agents but also their frontline heating engineers. Engineers can view equipment, suggest actions, and could potentially use augmented reality (AR) to draw instructions on their iPads. There is also a use case for insurance claims adjusters, which would solve the problem of an insurance adjuster needing to travel to a site.
The video functionality does not require integration but can be used natively within the platform. From an agent’s perspective, the employee can transition to video within one flow of work. From a customer perspective, it is also simple to use, just requiring them to click on an SMS. There is no need to download and install anything.
8×8 has been deepening its commitment to its contact center solution set, and in turn, helping provide improved CX. This latest introduction is a great example of meeting customers where they are and actually giving an agent a view into where that is. For companies, this type of real-time self-service saves money. For customers, it provides a deeper level of personalization while helping to resolve an issue more quickly and easily, removing a point of friction and frustration.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
8×8 Adds Voice to AI Self-Service Capabilities
CX Wins for TTEC, 8×8, and Oracle Communications
8×8 Announces Enhancements to Support Better CX and EX
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
