Infotech Lead America: 8×8,a provider of cloud-based communications and computing solutions, has released Virtual Contact Center 7.1 – an upgraded version of its hosted call center software service. The upgraded version has with features added to improve the efficiency of agents and to facilitate the administration of larger contact centers.
8×8 Virtual Contact Center is a cloud-based call center solution that can be used as as either a standalone service or an integrated component of the 8×8 Virtual Office hosted PBX business phone system.
Virtual Contact Center is best suited to small to mid-sized call center organizations or call center departments within larger enterprises due to rapid start-up and provisioning, ease of use and a patented Advanced Virtual Tenant Architecture (AVTA) designed to deliver industry-leading reliability.
The enhancements added to the Virtual Contact Center 7.1 will benefit administrators, supervisors as well as agents. Customers can upgrade to the new version without any downtime to ensure complete business continuity.
Some of the features are new, out-of-the-box CRM support for Zoho and enhanced CRM integration with NetSuite and additions to the configuration manager functionality that allows multiple administrators with customizable privileges to offer better security and control.
The configuration Manager presentation features enhancements including sorting, filtering and grouping tenant data. It offers agent interaction refinements through shortcuts, forced transaction codes, and recording pause.
The Refined Caller ID controls to allow agent-by-agent selection of outgoing Caller ID. Management according to role adds granular system security and control.
The updated version has enhancements for creating and editing IVR scripts. Some improvements have been made to the configuration user interface to increase presentation options.
The solution offers new support for Microsoft Dynamics authentication through Office 365 with single sign-on functionality. It also features new scheduling options for IVR routing and services.
Virtual Contact Center 7.1 is currently available. It has already been provided free of charge to existing customers of 8×8 Virtual Contact Center services.