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

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

Ability to chat with Microsoft Teams users from 8x8 Agent Workspace

8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. users can now chat with Microsoft Teams contacts directly from the app. This feature simplifies cross-organizational communication, promotes quick call resolution, and empowers agents to collaborate effortlessly with contacts that are on the Microsoft Teams platform.

Note: You must have a license to use Microsoft Teams to be able to chat with your Microsoft Teams contacts from 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.

For more information, see how to start a chat with Microsoft Teams users.

Enhanced Presence Sync between 8x8 Agent Workspace and Microsoft Teams

The enhanced 8x8 Presence Sync enables the integration of Microsoft Teams presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls in the Teams environment. This means that as an agent, when using both 8x8 Agent Workspace and Microsoft Teams to handle calls, the bi-directional presence sync will automatically update your status in both apps. The status changes in real-time but the duration may be impacted by the system load time.

This enhancement empowers you to maintain your focus while you are engaged in an interaction with customers or members of your organization. For more information, see 8x8 Presence Sync: Sync your status between 8x8 Agent Workspace and Microsoft Teams.

Ability to enable a secondary ring device when using 8x8 Agent Workspace softphone

When using the embedded 8x8 Agent Workspace softphone to handle customer interactions, you can choose to enable a secondary ring device. Let’s say you are using headphones to communicate with customers. When your headset is off, you may not hear when an interaction is offered before it times out. To ensure that you can always hear the ringtone when an interaction is offered, you can enable another device to ring in addition to your headphones.

To enable a secondary ring device:

  1. Go to Change status > Audio settings. The options open in a floating window.
    -OR-
    Go to Change status > My profile > Settings > Audio settings.
  2. Click the toggle switch next to Enable secondary ring device. New options display when the secondary ring device is enabled.
  3. Note: This option is only available when your Phone setup is set to Use Agent Workspace. For more information, see how to set up your workplace phone.

  4. Select a device from the Secondary ring device list.
  5. Adjust the speaker volume.
  6. If updating the audio from My profile, click Save settings. A confirmation banner displays to notify you that your profile has been updated successfully.

For more information, see how to change the audio settings.

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 Agent 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.

New embedded 8x8 Agent Workspace softphone

Note: This feature is available on request. Reach out to your 8x8 Account Manager for details.

Important:
- You must have an 8x8 Work license to use 8x8 Agent Workspace softphone.
- 8x8 Agent Workspace softphone can only be used simultaneously with 8x8 Work for Desktop when Auto Answer is disabled.
- 8x8 Agent Workspace softphone is not supported when used simultaneously with 8x8 Work for Web.
- Call forwarding rules are not supported when using 8x8 Agent Workspace softphone alongside 8x8 Work apps.
- 8x8 Agent Workspace softphone is not supported if you are using a deskphone to answer customer interactions. When using a deskphone, change your Phone setup to Forward to a phone number. For more information, refer to Set up workplace phone.

In this release of 8x8 Contact Center for Beta users, we have introduced an enhanced call-answering experience using the embedded 8x8 Agent Workspace softphone. Until now, agents had to use a hard phone, a cell phone, or a softphone app to answer calls in 8x8 Agent Workspace. With 8x8 Agent Workspace softphone, agents can answer calls directly from the browser without having to leave the application.

Note: When using Agent Workspace softphone, agents are not required to log in to 8x8 Work for Desktop to answer calls in 8x8 Agent Workspace.

If using 8x8 Agent Workspace softphone and 8x8 Work for Desktop simultaneously, incoming 8x8 Contact Center calls are offered and can be answered on both apps. Calls to the 8x8 Work phone or extension are only offered on 8x8 Work for Desktop to keep the Contact Center lines open for customers.

For more information on 8x8 Agent Workspace softphone, refer to Use 8x8 Agent Workspace softphone as your workplace phone.

Ability to customize sounds per channel when using 8x8 Agent Workspace softphone

When using the 8x8 Agent Workspace softphone, you can customize the sounds for each channel type. This enhancement enables you to select a different sound for incoming calls, incoming chats and emails, and chat messages received after accepting the interaction. 

Note: The selected sound for phone interactions plays in a loop to ensure that you do not miss the calls offered to you. This experience only applies to voice interaction sounds when using 8x8 Agent Workspace softphone.

To customize interaction sounds:

  1. Click the Change status menu option and change your status to Work Offline.
  2. Click the Change status > My profile.
  3. From the Settings tab, scroll down to the Personalization section and configure the following sound settings for the embedded 8x8 Agent Workspace softphone:
    • Voice interaction sound: Select a ringtone from the list for inbound calls. By default, the Peaceful sound is selected. The sound plays continuously until you accept/reject the interaction or the acceptance timer reaches zero.
    • Incoming chat/mail sound: Select a ringtone from the list for inbound chat, SMS, and emails. By default, the sound is set to None.
    • Chat message sound: Select a chat message sound from the list to receive an audible notification whenever the customer replies to your message. By default, the sound is set to None.
  1. Click Save settings.

Call emergency services limitation for 8x8 Agent Workspace softphone Beta customers

Important: Beta customers can only place emergency calls from 8x8 Work for Desktop.
Emergency call support in 8x8 Agent Workspace will only be available in the General Availability phase.