8x8 is a communication and collaboration platform that offers high-quality voice and video calling, chat functionality, and contact center solutions to help businesses improve their communication, collaboration, and customer service. We’ve prepared and developed the three main features of the software for you to get a better understanding of what 8x8 actually does and what it will help you with.

Voice and video calling

8x8's voice and video calling feature provides businesses with a reliable and flexible communication solution, allowing them to collaborate effectively and stay connected no matter where they are. It features: 

• high-quality audio and video, 
• group calling, 
• screen sharing, 
• call recording, 
• call forwarding 
• routing.

8x8's call recording feature allows users to record calls for later reference, making it useful for customer service teams. It also ensures that calls are answered promptly, even if the intended recipient is not available. 

8x8's Chat functionality feature provides users with a robust messaging platform that allows for real-time communication and collaboration with colleagues and team members. It includes instant messaging, file sharing, public and private channels, emojis, mentions, and reactions, message history and search, and integration with other tools. 8x8's chat functionality allows businesses to work together efficiently and stay connected no matter where they are.

Chat functionality

8x8's chat feature allows real-time contact and collaboration with coworkers. Details about this feature:

• Instant messaging: 8x8's chat feature lets users send real-time instant texts.
• File sharing: 8x8's chat feature lets users share files, documents, and links to collaborate on tasks and documents. Public and private lines: Team discussions can be held in public or private channels.
• Emojis, mentions, and reactions: 8x8's chat functionality allows emojis, mentions, and reactions to convey tone and intent, highlight key points, and express agreement or disagreement.

8x8 stores all chat conversations, enabling users to search for specific messages or files.

Integration with other tools: Email clients and project management tools can be integrated with 8x8's chat features to streamline communication and collaboration across channels. 8x8's chat functionality allows teams to collaborate and work effectively from anywhere.

Contact center solution

8x8's contact center solution helps companies streamline processes and enhance customer service. Details about this feature:

• Skills-based routing: 8x8's lets companies route calls to the most qualified agent. This matches customers with the best agent to resolve their issues fast.
• Call queues: 8x8's automatically queues callers in order of arrival when call volume is high.
• Web callback: 8x8 lets customers request a callback from an agent instead of sitting on hold. This reduces wait times and enhances customer service.
• Advanced reporting and analytics: 8x8's contact center solution tracks call volume, wait times, and client satisfaction. Data-driven decisions can enhance customer experience using this data.
• Integration with third-party apps: 8x8's can be integrated with CRM and helpdesk software to streamline customer care operations and enhance efficiency.
• Co-browsing: 8x8's co-browsing lets agents work with customers in real time to fix issues faster.

8x8's contact center solution empowers businesses to enhance customer service and streamline processes. Businesses can use skills-based routing, advanced reporting, and analytics to improve user experience and bottom line.