You are here: About the Release 9.4

About the Release 9.4

In this release, 8x8 Virtual Contact Center introduces new features, enhancements, and bug fixes to improve the overall productivity administrators, agents, and supervisors in your contact center.

Audience

This release guide is intended for Virtual Contact Center customers migrating from 8.4 release platform. The guide summarizes the features and improvements introduced in release 9.4.

Benefits

This release offers Global Reach for Virtual Contact Center. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across continents.

Global Reach

If your contact center has agents and customers distributed globally, serving your customers 24/7 with the right skilled agents and providing smooth call quality can be a challenge given the global operation. The last thing you want, is to distress customers with poor call quality when they need help. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across continents.

With Single Tenant Global Reach, Virtual Contact Center houses all your agents on a single platform and on a single tenant irrespective of their geographic location. The single tenant architecture eliminates the need to log in to multiple tenants to manage traffic from different continents. An agent logging in from North America can service customer interactions not only from North America, but also from Europe and Asia Pacific with a single login and with little compromise on the interaction quality.

Benefits of Global Reach

For details on Global Reach use cases, click here or go to http://sims.8x8.com/GetDocument.aspx?docid=711268.

Apart from the Global Reach, the release offers significant improvements in IVR capabilities thus improving caller experience. The following list of features and enhancements are categorized based on the audience.

General:

For Administrators:

For Agents

For Supervisors

For Developers

 


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