Connect agents to experts with 8x8 Expert Connect (for Unified Login and Virtual Office)

With VO-VCC Integration, you can connect your contact center agents with the experts across the company with shared presence, chat, click-to-call dialing and easy transfers.

What do you do when your customer has a complex problem that your agents aren’t equipped to resolve? Bring on the experts, even if they work in other departments of your company. 8x8 Expert Connect brings agents and experts together for fast and first contact resolution. Experts of the same organization as agents, can now initiate chat conversations with agents, using Virtual Office desktop app or Virtual Office mobile app. Experts can check the agent's presence (online or offline status) via the Virtual Office app.

Notes:
- Expert Connect is used to connect employees from different departments of the same organization.
- Agents and supervisors are advised to log in to both 8x8 Contact Center and Virtual Office to ensure their message continuity.

Features

  • Increased first contact resolution: With 8x8 Expert Connect, organizations with both 8x8 Virtual Office and 8x8 Contact Center products can break down the barriers between agents and experts to increase first call resolution by 30% or more.
  • Shortened call durations: When agents can get to the experts with answers, interactions are more efficient, increasing customer satisfaction while reducing costs.
  • Protection of expert’s time: With Expert Connect, agents are not free to constantly barrage experts with questions; your experts can indicate when they are available, and block access when they are busy doing other things.

How Expert Connect works

Communications between agents and experts is easy with 8x8 Expert Connect. The tight integration between Virtual Office and 8x8 Contact Center allows shared presence between agents and experts and the ability to chat, call or conference in that expert.

  • Unified login: One username and password and one login screen for all 8x8 Virtual Office and 8x8 Contact Center users.
  • Shared presence: Agents can see the expert’s availability from their Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., while experts in the company see agents in the same way that they see all other employees in the company through their Virtual Office mobile app or Virtual Office desktop app.
  • Click-to-call dialing: Agents can call the expert through a simple click-to-dial option in the AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console.
  • Transfer or conference: Once the expert is engaged, the agent can either transfer the customer to the agent or conference the agent on the call to ensure that the customer’s problem is solved quickly, efficiently, and the first time.
  • Engage in chat: Agents can reach out to experts via chat to ensure their availability and ask questions. Agents can also receive messages from experts. To receive messages from experts in real time:

    • Agents must be logged in to their Agent Console account and be in Available status.
    • Agents must be logged in to a Virtual Office app.

    To retrieve messages sent when agents are logged out of both apps, they must log into the Virtual Office app. As soon as they log in, the chat messages are offered in the Virtual Office chat.

    Note: Logging into Agent Console will not retrieve the messages sent when the agent is offline.

    As soon as the agent logs in to the Virtual Office app, the messages sent to him after he logged out of Agent Console will be offered to him in his Virtual Office chat. For details, see our content on how to send and receive messages using 8x8 Expert Connect.