09/27/2021 | Press release | Distributed by Public on 09/27/2021 07:03
8x8 Frontdesk transforms the receptionist role by delivering a tailored experience and user interface that provides powerful call queuing and handling features to enhance productivity and personalize engagement for a hybrid work environment.
CAMPBELL, Calif.--(BUSINESS WIRE)-- 8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced general availability of 8x8 Frontdesk, a new 8x8 XCaaS (eXperience Communications as a Service) composed experience for high volume call handling. 8x8 Frontdesk transforms the receptionist role by delivering a tailored experience and user interface that uniquely blends traditional unified communications and contact center capabilities. It provides powerful call queuing and handling features that enhance productivity and personalize engagement for a hybrid work environment, and was recently named a finalist in the overall Best of Enterprise Connect 2021.
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Unlike traditional operator consoles or switchboard solutions which require add-on or separate applications, 8x8 Frontdesk leverages the single-vendor, integrated employee communications and customer engagement capabilities of 8x8 XCaaS and is natively enabled within the 8x8 Work app. This eliminates the need for additional applications to install or support, and also removes any dependency on additional third-party solutions. 8x8 Frontdesk offers organization-wide visibility into the status and availability of the entire workforce with the ability to filter users by site - spanning standard 8x8 extensions and Microsoft Teams users - and connecting incoming callers to employees and call queues. It also enables the receptionist and front desk function to be assigned or delegated to any user, regardless of role, location, or device.
"Organizations don't want cookie cutter, one-size-fits-all communications solutions for their distributed employees. They are looking for an agile solution that meets specific use cases, such as high volume call handling to easily connect customers, partners, and vendors with any employee at any time," said Zeus Kerravala, Founder and Principal Analyst at ZK Research. "8x8 XCaaS and the 8x8 Frontdesk solution addresses the changing requirements of receptionists and front desk staff, especially as they shift to a hybrid workplace."
The 8x8 Frontdesk tailored user interface is designed to maximize productivity, enabling receptionists and front desk staff to answer calls efficiently regardless of location or device, access a custom view of expert resources to consult, and connect calls using single-click interactions. It also significantly reduces training costs, speeding user adoption and time to value. 8x8 Frontdesk is built on the resilient, secure, and compliant 8x8 eXperience Communications Platform, which offers the highest levels of reliability and the industry's only financially backed, platform-wide 99.999 percent SLA across an integrated cloud UCaaS and CCaaS solution. 8x8 Frontdesk features and benefits include:
Tailored Experience
Powerful Call Handling
Answer from Anywhere
What Customers Are Saying
Global customer success with 8x8 Frontdesk demonstrates the importance of this new composed experience for high volume call handling that allows for productive and personalized employee and customer experiences:
"As businesses embrace hybrid work environments, the traditional receptionist or front desk role now requires the same flexibility and movability of any other role within the organization," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "By developing a purpose-built, native solution that leverages communications, collaboration, and customer engagement features from 8x8 XCaaS, 8x8 Frontdesk is empowering organizations to create a very personalized and empathetic experience for their employees and customers. This ensures that every first customer contact is a great one by eliminating traditional limitations and restrictions previously associated with this role."
8x8 On-Demand Webinar
Watch the "Receptionist Reimagined" on-demand webinar with Zeus Kerravala, Founder and Principal Analyst at ZK Research, and Dhwani Soni, Vice President of Product Design and User Experience at 8x8, to learn more about 8x8 Frontdesk.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of 8x8 XCaaS, an integrated contact center, voice communications, video, chat and API solution built on one global cloud communications platform. 8x8 is powering all employees globally to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
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8x8, Inc. Contacts:
Media:
John Sun, 1-408-692-7054
[email protected]
Investor Relations:
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Source: 8x8, Inc.