8x8 announced that it has entered into a partnership with Zendesk to develop a bundled cloud-based solution for contact centers. The jointly developed solution consolidates the functionalities of the proprietary solutions from both the companies to deliver a powerful application that helps enhance the efficiency, responsiveness and management capabilities of contact centers.
In a release, Huw Rees, senior vice president of Business Development at 8x8, said “The 8x8 and Zendesk product development teams have worked diligently to create a powerful, yet easy to use, cloud-based solution for call center organizations that place a premium on delivering outstanding customer service. We are extremely pleased with the result of these efforts and look forward to continuing to work with Zendesk to bring this compelling solution to market.”
Following the development, 8x8 Virtual Contact Center (VCC) and Zendesk will be available for deployment as a single software as a service (SaaS) solution with runtime data and reporting integration. This will allow the contact centers to increase the rate of first call resolutions, reduce the call handling time and retrieve the appropriate metrics required to improve efficiencies.
Speaking of the collaboration with 8x8, Conan Reidy, vice president of Business Development at Zendesk, said “Technology should never get in the way of delivering a great experience to customers. The integration of 8x8's Virtual Contact Center with Zendesk means that customer support teams can focus on their relationship with customers by leveraging technology to make agents more knowledgeable and more efficient.”
The combined solution offers a single screen environment for both 8x8 VCC and Zendesk, featuring multi-channel support for call center functions such as phone calls and instant messaging with appropriate rules for queuing and routing of incoming communications. The solution also features the capability of identifying the number from an incoming call for retrieving the ticket information from the Zendesk database by sending out a “screen pop-up” notification to the relevant agent’s desktop. The ability to consolidate the reporting functionalities and administrative tasks will further enhance the ability of the call center to deliver improved customer experience.
8x8 Inc. offers unified cloud-based solutions including office communications, video conferencing, hosted cloud telephony, contact center and virtual desktop solutions.