What's New in the Virtual Contact Center 9.9 Release for Administrators?
We have introduced the following enhancements to improve the productivity of agents, supervisors, and administrators in our new release of 8x8 Virtual Contact Center.
Introducing 8x8 Secure Pay
8x8 Virtual Contact Center now offers customers a secure integration to support the processing of bank card information via our partner PCI Pal. 8x8 Secure Pay enables an agent and customer to stay in contact on a call while masking the card input from the customer's handset so that the sensitive card data stays secure and out of the contact center. The service can be integrated with a CRM, Enterprise Resource Planning (ERP), or a billing system and the customer's payment gateway to process the payment. The service can also feed information about the payment back to the originating system.
This new integration offers agents a secure payment page for processing customer transactions. The secure payment page can be configured to include pre-populated data or data that the agent adds manually. When this page is opened, the customer audio is rerouted via PCI Pal, which allows them to mask the keypad input both visually and audibly.
The agent hears the conversation and controls the card input, but only hears a single-tone DTMF and sees starred out digits for the card number, date, and Card Verification Value (CVV). In the event of erroneous data input by customers, agents can reset the relevant data field in the payment page, allow customers to fix the input, and facilitate a successful transaction.
When on an active call during the card payment, the agent hears the conversation and controls the card input, but only hears a single-tone DTMF and sees starred out digits for the card number, date, and Card Verification Value (CVV). The agent can reset any field if a mistake is made, and once the data is ready they can take a payment and receive the confirmation or rejection of the transaction.
Introducing the Answer Machine Detection (AMD) Service
In 8x8 Virtual Contact Center when the dialer is used in its aggressive mode, it can call more numbers than available agents to maximize agent efficiency. The dialer needs a service which detects the calls answered by a machine instead of people, and to filter them. We have now introduced the Answer Machine Detection (AMD) service to identify such calls and allocate the calls answered by people to the available agents. When the AMD service identifies a machine-answered call, it sends a one-way message to the call routing to end that call and resolve it automatically. AMD is a learning service and it needs some time to build an effective library of known audio samples before it reaches the maximum efficiency. Once this is done, the AMD service resolves a machine-answered call quicker than the manual effort of an agent.
Once AMD is provisioned for your tenant, the contact center administrators can activate it for the desired campaigns. For details, see our content on the Answer Machine Detection (AMD) service.
AMD works in conjunction with our new Auto-TCL. The transaction code for such calls appears as Answer machine detected in CRM Cases or under Historical reports.
Note: The AMD service is only applicable to the calls routed via campaigns, but not the outbound calls placed by an agent.
Ability to Detect TCPA-Listed Phone Numbers via Carrier Call Blocking (CCB)
8x8 Virtual Contact Center is now able to detect TCPA-listed phone numbers via Carrier Call Blocking (CCB) service. This feature is available for US customers only. The Telephone Consumer Protection Act (TCPA) designed to safeguard consumer privacy restricts telemarketing communications via calls, SMS texts, and fax. To comply with TCPA, we have introduced Carrier Call Blocking (CCB) service for campaign calls which allows the campaign manager in the Dialer to apply special routing to two carriers: Brightlink and RSquared. They will then run dialer calls through a service that checks whether or not the phone number is listed on a Do Not Call (DNC) or mobile block list. If listed, the call is terminated by the carrier and an appropriate Session Initiation Protocol (SIP) code response is sent back to the interaction router. The call is then handled by our Auto-TCL and completed. Once provisioned, CCB can be enabled at the campaign level. If CCB is enabled, the campaign dialer checks whether the outbound call’s phone number is listed on TCPA list.
Once CCB is provisioned for your tenant, the contact center administrators can activate it for the desired campaigns. If CCB is enabled, the campaign dialer checks whether the outbound call’s phone number is listed on TCPA list. For details, see our content on Carrier Call Blocking.
Note: Auto Answer is currently on limited availability. Contact 8x8 Support for more help.
8x8 Virtual Contact Center has improved the existing call handling capability via two features: Phone Connection Mode and Auto Answer. With Phone Connection Mode, agents set up their phone connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface improving their call handling efficiency. There is no audio indication with the Phone Connection Mode. For details, see our content on Phone Connection Mode.
With Auto Answer, however, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. Agents receive an audio prompt to alert them of a call as it connects. Auto Answer is paired with Workplace Setting Validation and is configurable at the tenant level. To enable Auto Answer, you must also enable workplace setting validation. For details, see our content on Auto Answer.
Once Phone Connection Mode is provisioned for your tenant, the contact center administrators can activate both Phone Connection Mode and Auto Answer for your tenant. Auto Answer is only supported on line 1 for phone interactions.
When changing workplace setting (Workplace Phone and Workplace SIP URI), agents must validate their changes to be able to handle the calls. When they click to validate the change, it triggers a phone call to the updated phone number. A PIN code is then communicated to the agent. The agent must enter the PIN code to validate the changes and continue. If they are unable to confirm the PIN, they must exit and revert to their last validated setting. The workplace setting validation is offered as a mandatory security feature with Auto Answer, or it can be deployed as a stand-alone feature. For details, see our content on Workplace setting validation.
Ability to Automatically Apply Transaction Code (Auto-TCL)
8x8 Virtual Contact Center automatically assigns transaction codes to campaign calls when the destination party is not available to answer the call, or the call cannot be completed, such as when there is a busy tone or dead line. The new feature also identifies the calls that are answered by a machine. Auto-TCL works with Answering Machine Detection (AMD) service to identify such calls and automatically disposition them. It then moves onto the next call with minimal agent disruption. This feature allows agents to be more efficient with their time.
Once Auto-TCL is provisioned for your tenant, the contact center administrators can activate it for the desired campaigns. For details, see our content on how to Automatically Apply Transaction Codes (Auto-TCL).
Dynamic Campaigns: Ability to Update Live Campaigns
Dynamic Campaigns allow you to add or remove records from an active campaign via API. Prior to this release we could not add or remove records from a campaign after it started running. This supports integrated lead capturing systems which feed new prospects into the corresponding campaign in real time so they can be dialed within five minutes. Removing a campaign record will not delete it from the list but will keep the record for future reports.
For details, see our content on dynamic campaigns. For API configuration details, see our support article on how to configure Virtual Contact Center Dynamic Campaign API.
Allow Agents to Skip Campaign Calls While on Auto Answer
8x8 Virtual Contact Center is now offering agents the option to skip the campaign calls during a campaign. To give the agents this capability, you must enable this option under Campaign > Properties . For details, see our content on how to skip campaign calls while on Auto Answer.
Ability to Clone Queues
8x8 Virtual Contact Center now offers customers the ability to clone queues. With this new enhancement, administrators can copy inbound phone queues, outbound phone queues, chat queues, email queues, as well as voicemail queues with a simple click. Cloning queues allows Contact Center administrators to create multiple queues in a short time.
When you clone a queue, the queue properties, members, interactions, SLA, and email settings are copied. A queue name is automatically generated. You can modify or make changes to the new queue, if required. To clone a queue, in Configuration Manager, go to Queues/Skills to display a list of queues, select a queue and click Copy. For details, see our content on how to clone queues.
See our content on all Previous releases.