8×8 Introduces Agent Workspace – A Streamlined Solution For The Hybrid Call Center

8×8 is introducing Agent Workspace, a solution designed to empower call center agents to work from anywhere. As a hybrid workforce becomes standard, 8×8 believes this solution is the answer to the modern call center’s need to enable an easy and intuitive workflow, whether working in the office, at home, or remote.

Agent Workspace from 8×8 provides an interface that reimagines the contact center agent role by providing a custom experience that blends the contact center and unified communications into one application. By leveraging familiar and user-friendly digital design principles, 8×8 provides powerful contact queuing and features that work to improve productivity and create personalized engagement for both the agent and the customer. As it’s a part of 8×8’s Contact Center, Agent Workspace also provides streamlined automation within workflows that present agents with exactly what they need, when they need it. Per 8×8, here are some of Agent Workspace’s capabilities:

• A universally familiar, friendly, and intuitive design that is simple to use out of the box
• Browser-based support for remote and hybrid work environments
• Unique design elements that significantly reduce cognitive load and maximize efficiency
• Automated workflows that present agents with only what they need, when they need it
• Streamlined navigation that saves time and prevents user error
• Single pane of glass that presents context across channels for faster, personalized CX
• Journey-focused handling for more seamless experiences across channels
• Configurable, role-based interface for simplified supervisor/admin control
• Integration-friendly approach supports unified presentation of multiple CRM/data sources

8×8 understands the frustrations within many contact center solutions that fail to integrate various interaction types, resulting in a complex and cluttered desktop experience for the agent to address issues for their customer. They believe that the answer to this is a single and cohesive interface to handle all customer data and channels. Agent Workspace is completely web-based and intentionally designed to be intuitive right off the bat.

The user interface goes beyond simple CRM integrations and scales to support an ever-evolving list of third-party tools. This provides agents with one single interface that manages a variety of interactions and ultimately results in a refreshed customer experience.

As the workplace continues its trend into hybrid and remote work, Agent Workspace is an ideal solution within a hybrid environment, enabling agents to start using it immediately. Unlike other contact center providers, 8×8 has integrated native tools for collaboration, providing a faster and more intuitive way to stay connected and provide issues for customers, whether in the office or working remotely. Additionally, organizations utilizing Microsoft Teams are provided access to 8×8’s Contact Center for Microsoft Teams which is a Microsoft certified solution. Contact Center is also a Google Chrome Enterprise Recommended Solution.

If your call center is looking for a way to streamline interfaces, provide your agents with an intuitive solution that works in and out of the office, as well as provide your customers with the best experience possible, Vicom is ready to utilize our partnership with 8×8 and provide you a turnkey solution. Please fill out the form below and we’ll be in contact.