What's new in the 8x8 Contact Center 9.10 release for agents?

We have introduced the following new enhancements to improve the productivity of agents in this new release of 8x8 Contact Center.

Introducing Contact Center SMS

In this release, 8x8 8x8 Contact Center introduces communication via SMS inbound channels. SMS has become a popular channel of communication in customer service. Let’s say customers of a car insurance company want to check their claim status or send related inquiries, they can simply send SMS messages to an SMS number published by the insurance company. These messages are routed via SMS channels and chat queues to agents, and offered to them as chat interactions for responses. As 8x8 Contact Center agents, you can look up customer records if the message is from an existing customer. Look up outstanding cases and history of interactions to handle the conversation effectively.

Learn more about SMS interactions and how to process SMS interactions via chat queues.

Introducing Agent whisper for phone queues

In this release, 8x8 Contact Center agents can now hear an audio message (whisper) about the context of the call they have dialed or received via a queue. AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. whisper is an audio file that can be uploaded and assigned by the tenant administrator to an inbound or outbound queue. Agent whisper informs the agent, upon connection, about the connected call. Let’s say John serves support calls as well as sales calls. Upon receiving calls, the system plays a brief message stating if it is a sales or a support call. Agent whisper plays an uninterrupted prompt for the agents. The whisper can be talked over by both parties. It can be implemented for both inbound and outbound calls such as campaign calls. For details, see our content about Agent whisper for phone queues.

Transfer chat interactions with contextual information

As an 8x8 Contact Center agent interacting with customers via chat, when you know who your customers are, what they’re looking for, and what they’ve already shared with another agent, you can serve them better and faster. Contextual information informs agents facilitating more productive conversations while handling customer issues. 8x8 Contact Center introduces the ability to hand off the conversation with interaction details when transferring a live chat.

Let’s say a contact center agent interacting with a customer via chat, has to transfer the customer to another department. Transfer the live chat interaction to another queue. Upon transfer, the agent receiving the transferred chat interaction can view the customer details gathered via the pre-chat form, name of the agent transferring the interaction, and the chat transcript from the conversation. With all this information, the second agent quickly reviews the customer information as well the context of the conversation, processes the chat interaction more effectively. At the termination of the chat, the chat log includes the original transaction ID along with the chat transcript. The chat log created with the first agent indicates the chat was transferred.

The transfer of information is supported throughout the customer journey, in a chain interaction where a chat interaction is transferred to and processed by multiple agents. Every agent receives the information until that point.

Learn more about receiving contextual information with transferred chats along with a use case and the benefits.

Announcing end of life for Support Center functionality

In this release, 8x8 Contact Center is retiring the Support CenterClosedIn Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page. functionality. Support Center previously offered communication channels and information services for your customers to reach your contact center agents and get help. We offered direct URLs to the default or custom Support Center which could be embedded in your company website.

In this release, access to Support Center functionality is not provided through Support Center, but through new tools and interfaces as seen below:

Feature Description Access
Collaborate Collaborate was a mechanism for agents to remotely access and control a customer's computer. The control functionality is no longer available, however, the remote access and user guidance functionality is replaced by the improved Co-browsing feature to offer remote customer access.
Chat In the Support Center, chat provided a user interface for customers to initiate a chat with live contact center agents. We now offer chat, SMS, and social media channels with better chat workflow and design. To take advantage of social media to service customers, such as Facebook and Twitter, see our guide about Social Media Integration.

See our content on all Previous releases.