What’s new for 8x8 Contact Center Beta users?

In this release of 8x8 Contact Center for Beta users, we have introduced the following feature:

Introducing support for Video Elevation

Note: This feature is available on request. If you would like to get access to this service, please fill in this form.

Video Elevation is an integrated solution that allows 8x8 Contact Center agents to establish a one-way video connection with customers in need of assistance. With this feature, as an agent, you can switch from a phone interaction to a one-way video interaction with a few clicks. This new feature ensures you can get a clear visual of the customer’s problem by extending a video call invitation to gather all the information necessary for a quick call resolution. The customer can simply click the link received from you via SMS to establish the video connection, without having to install any software.

Note: The live video feed shared by the customer can only be viewed by the agent and the customer. The customer cannot see the agent during the video interaction.

Let’s say Pat is a customer support specialist at AcmeJets, a window shutter manufacturer. Pat receives a call from Blake, a customer, claiming that the recently installed shutters cannot close. To get a clear understanding of the problem, Pat decides to elevate the conversation to video and sends out an meeting link to Blake’s mobile phone. Blake accepts the invitation and Pat can now see the window shutters installed. With the camera pointing at the shutters, Blake tries to close them. Pat notices that a safety pin is preventing the shutters from closing. After instructing Blake on the correct removal of the safety pin, the shutters work as intended. The interaction ends successfully without having to escalate to an expert or dispatch a technician to the customer’s location.

Options available to agents while using Video Elevation:

  • Start recording : Use this option to record the video feed from the customer’s camera. An audible alert plays to inform the parties that the session is recorded.
  • Take a screenshot remotely : Use this option to take a screenshot of the customer’s screen (video feed). The customer is not notified that a screenshot has been taken.
  • Ask for location : Use this option to prompt the customer to share their current location. If the client allows you to see their current location, a Google Maps view displays in the lower left corner of the screen. This location is then stored in the Notes section on the control panel in AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace, and the CRM.
  • Swap camera remotely : Use this option to prompt the customer to swap their camera to front-facing mode. The customer must click Allow on their phone to authorize the switch of the video feed from the rear camera to the front-facing camera. The customer can use the Edit option listed on their phone to edit the access.
  • Close : Use this option to end the video call.

For more information, see how to engage with customers using Video Elevation.