Virtual Office X2 Edition: $25/user/month - includes unlimited calling to 14 countries and 1GB of media storage
Virtual Office X5 Edition: $35/user/month - includes unlimited calling to 32 countries and 5GB of media storage
Virtual Office X8 Edition: $55/user/month - includes unlimited calling to 46 countries and 10GB of media storage
How does 8x8 Virtual Office compare with other Customer Service & Support apps?
Customer Service & Support app prices shown are $/month
8x8 virtual contact center is a cloud-based call center solution that fully covers the modern communicational needs of a small to mid-size company at a fraction of the cost of traditional call center solutions. The software acts as a solid customer service platform that adds to the experience of your clients and renders your contact center and sales more effective and efficient. 8x8 can also be used for internal communication purposes between employees, increasing your workflow efficiency while lowering the running costs.
8x8 VCC advanced security features guarantee that the content of any communication remains private or under controlled sharing with particular members of a company, while its ease of set-up and use relieves the need for extensive employee training periods and their corresponding costs. 8x8's VCC wide integrations abilities makes it rapidly deployable in companies that use the most popular cloud based CRM, QM and VFO vendors.
The purpose of 8x8 VCC is to completely replace the traditional customer service solutions, lowering the cost while expanding the capabilities of customer support departments. 8x8 VCC allows you to stay connected with your colleagues, employees, collaborators and customers, no matter where each one is based in the world.
The benefit of using the software stems from its advanced call center features like the skill-based routing that allows customers to get connected with certain agents, the multimedia queuing that consolidates email, phone, chat and voicemail under the same operations platform, and the ability to monitor activity and acquire related stats in real-time. All this is done securely as 8x8 solutions comply with the industry’s most complete set of security and privacy regulations, including FISMA, HIPAA and PCI-DSS.
8x8 VCC was built to serve the needs of small to mid-size companies, and especially the customer service, help desk and technical support departments. The software can also find application for inbound call centers, virtual call centers for companies with employees spread around the globe, retailers, home-based agents and outsourcers.
8x8 VCC will successfully fill the requirements of whatever company needs a high-tech and advanced call center that decisively enhances their customer service experience while lowering the cost in the process.
This feature is about increasing the efficiency of your services by directing your customer calls to the appropriate agent according to the skill set and expertise level required by each particular case. This allows you to minimize re-transferring calls instances, reduce operating costs by handling resources more efficiently and offer call-priority services to special customer categories.
You can set priority levels for all your customers through the use of data such as account numbers or zip codes, assign different number of agents for each category and monitor the efficiency of your settings on the queue view screen.
With 8x8's multi-channel management feature, you can have all available modern means of communication under the same configurable and monitored communication platform. Customers can reach you via email, chat, voice mail or phone call, and they are dynamically arranged in queues for better time management.
The intuitive view of the multi-channel queue list allows agents to quickly determine the type of communication, the defined priority and the employees enabled to serve each channel, and thus can efficiently focus their work time where is needed the most.
Being able to monitor an agent's work in real-time and to view history statistics, provides a unique ability to evaluate your agents efficiency and ensure the high quality of your customer services. Supervisors can seamlessly monitor all interactions remotely, even when using mobile platform devices like tablets and smartphones.
Additionally, there is also a "barge-in" feature that allows supervisors to intervene to a call or chat session if such an action is needed, offering their advice or suggestion in demand and without the need of any kind of re-direction.
Having to deal with customers that want to buy your product but are too inexperienced with online sales platforms is not uncommon. 8X8 VCC provides a solution to similar issues by allowing agents to directly take control of the customer's system and help with sales or transactions, perform installations, or configure related software.
This helps companies considerably decrease the time to diagnose and solve problems, while increasing the first-call resolution rates, making their customers happier.
Interactive voice responding is a feature that helps companies automatically streamline their consumer flow. IVR can offer information through self-service functions, identify the client, give caller access to information during non-business hours and lower the cost by automatically answering common or frequently asked questions.
You can change the IVR settings remotely and on the fly, and you can create custom schedules for holidays and special events. IVR can also draw data from integrated CRM solutions regarding the identity and type of request and automatically point callers to the right agents.
Integrating your virtual call center with your customer relationship management system is of critical importance to the success of your business and 8x8 VCC offers reliable, scalable and easy to use integrating techniques for a wide spectrum of popular CRMs.
8x8 Virtual Contact Center is integrated with leading on-demand CRM services such as Salesforce.com, NetSuite, hosted Microsoft Dynamics, Zoho, Zendesk. It can also work flawlessly with Teleopti WMF and the KnoahSoft call center management system.
VCC is priced on a monthly basis per agent, and with different pricing levels based on the provided functionality. 8x8 provides different solution packs and pricing according to your needs or business size. For the size there are seven categories: Home Office, Small Business, Medium Business, Larger Business, Government, Education, Healthcare.
You can also choose your desired feature pack from the 8x8 features pool that contains: domestic phone solutions, international calls, web conferencing, cloud-based call center, telecommunication, internet phone service, video conferencing.