The future of customer engagement is more than a single touch point — it’s a mindset. That’s why our cloud contact centre software is designed with customer satisfaction at its core. The future is here.
Access real-time analytics and reporting from any internet-connected device. Contact Centre shows you queues, customer journeys, and wait times across each of your customer engagement channels.
Historical and real time reports
Customer Experience Analytics
Never miss a customer satisfaction opportunity. Contact Centre brings web, chat, SMS, social media, and voice channels on to one central platform.
Interactive Voice Response (IVR)
Inbound Chat, Email, Social Channels
8×8 empowers supervisors and agents alike with smart scheduling, individualised performance plans, and coaching tools to connect supervisors directly to agents without interrupting the customer experience.
Barge, Monitor, Whisper
Internal Chat for Agents and Supervisors
Voice and Screen Recording and Archiving
Achieve lightning-fast first contact resolution every time. 8×8’s intuitive interface and comprehensive internal communications hub equips contact centre agents to manage every customer engagement swiftly and optimally.
8×8 supports comprehensive CRM integrations with Salesforce, Microsoft Dynamics, Zendesk, and more. Place calls directly from your preferred system and log customer interactions automatically.
CRM Integration (Third Party)
8×8 Secure Pay
Recording, Transcription and Analytics with ADDCOM Wave
Intuitive and Fast Interface
Easy to learn and use, the browser-based user interface allows recordings to be rapidly located and replayed without software to be installed on client PCs.
ADDCOM Wave includes interaction recording and retrieval, comprehensive search criteria, full audit trail, audio tagging, group-based security, unlimited users, and basic reporting.
With a modular design, SQL database technology and support for SAN based storage, there is no limit to the number of recordings that can be held in the system to eliminate the need for archiving.
Captures, consolidates, synchronises, and contextualises information from diverse multimedia sources into a timeline that provides insight into what happened.
Active Directory Integration (with VPN connection)
This simplifies the configuration process by automatically importing users, groups, and security permissions from an Active Directory. This enables users to login automatically using their Windows login details.
ADDCOM Wave seamlessly integrates with other applications including CRM, Learning Management Systems, ERP, and non-standard payment portals for PCI DSS compliance.
A range of options to automate PCI-DSS compliance with a seamless, integrated, and compliant process to ensure that personal card data is never recorded or stored by agents.
Quality Management (QM)
Option For more functionality, QM provides dynamic quality assessment forms, advanced reporting, scheduling, targeting, agent portals, self-assessments, e-coaching, dashboards and LMS integration.
ADDCOM Wave supports the recording of ISDN, SIP, analogue, DASS2 and DPNSS trunks. ADDCOM Wave supports recording of digital, IP, DECT and analogue handsets from most major vendors as well as many of the lesser brands.
No retention limits on how long you want to keep your recording and no risk of excess data charges. The Addcom Wave can operate on any 8×8 system and is built to perform with all X1 to X8 licenses with the sweet spot being the X1 to x4 categories.