Contact Centre as a Service (CCaaS)
Accelerate customer resolutions with a complete CS platform
- Increase performance with a single pane of glass for your teams
- Drive better customer experiences with all-channel self-service
- Gain full visibility & data-led insights
Speak to a Specialist
Free no obligation call with an expert
Who our CCaaS
services are for?
You have a customer service team with between 20 and 1000 reps and you're experiencing any of the following:
- You struggle to keep up with demand
- Your FCR rates are too low
- You lack actionable service insights
- Your wait times & abandonment rates need to improve
- Often your customers are left unsatisfied & frustrated
- Your agents are overwhelmed & stressed
Deliver AI-driven self-service customer
experiences across any voice or digital channel
Give your customers the instant, personalised service they've come to expect. Automate and streamline
customer interactions across all channels and take the strain off your teams.
Rapid resolutions
Deliver instant customer self-service options that free up your agents to focus on more complex interactions
Automate 40% of your CX
That's 40% less interactions coming into your contact centre, which means you can reallocate labour costs.
Minimise the need
for expensive hardware
8x8 CCaaS is cloud-based so 8x8 manage all the servers, hardware and maintenance on your behalf.
Get real-time & historical analytics
Supervisors can monitor and manage agent performance with automated trend analysis, personalised insights and more.
Enables remote working
All your teams need is an internet connection and a compatible device. Take your business line anywhere.
Reduce IT dependency
8x8's user-friendly workflows can be customised by non-technical staff to suit their needs.
Pay-as-you-use pricing
Only pay for the resources and services you actually use. Pricing that scales up and down with your business needs.
Increase agent productivity
Agents get all the info they need to tackle even the most complex customer issues – in one place.
Simple integrations
Integrate your CRM for instant data exchange. Plus we can help connect any of your other systems (with custom APIs).
Boost performance with
a single pane of glass
for supervisors & agents
8x8 CCaaS consolidates all the tools and info your teams need into one easy-to-use interface, tailored to their roles.
8x8 Agent Workspace
- Engage customers across any channel
- Quick collaboration & assistance
- Faster handling speeds
8x8 Supervisor Workspace
- AI-driven performance insights & analysis
- Proactive coaching & management
- Streamlines onboarding
Why choose 8x8 CCaaS
for your contact centre?
- In 2023, 8x8 were recognised in the Gartner CCaaS Magic Quadrant for the 9th year in a row
- Trusted by over 3 million business users across 55+ countries
- Guaranteed call quality & reliability with 99.999% uptime SLA.
No more inconsistent networks.
Success Stories
We helped Motus Commercials reduce their abandonment rate
from 30% to 1.5% with a bespoke 8x8 CCaaS solution
Customer
Motus Commercials is the largest independent commercial vehicle dealer group in the UK and the largest DAF trucks dealer group in the world, with 34 contact centres and over 500 agents.
Challenges
Agents were juggling multiple systems across 2 screens, which was prolonging calls and leading to high rates of abandonment.
Solutions
We deployed a bespoke 8x8 CCaaS solution that aligns with their business needs within 4 months.
Results
Customer abandonment rate has fallen from 30% to 1.5% – resulting in an X% increase in top-line revenue within 8 weeks of going live.
Get a bespoke CCaaS solution
set up by 8x8 accredited experts
Unlike going to 8x8 directly—who, like many big corps, prioritise their larger customers—we're here to support your business 24/7. This includes post-deployment support with ongoing training and consultancy services.
Step 1
We work with you to design a solution that makes sense for your business.
Step 2
We deploy your bespoke 8x8 CCaaS solution, which may include training, custom integrations, and more.
Step 3
Once live, we offer ongoing support, which includes filling any technical or leadership gaps – if needed.
Frequently asked questions
What's the difference between UCaaS and CCaaS?
Like CCaaS, UCaaS (or Unified Communications as a Service) is also a cloud-based platform used by contact centres. However, UCaaS focuses on improving the internal communication and collaboration within an organisation. Some key features include file sharing, cloud storage, task management, and audio & video conferencing.
Whereas CCaaS (or Contact Centre as a Service) is designed to improve customer interactions and experiences. Some key features include AI-powered live chatbots, call queuing, interactive voice response (IVR), omnichannel support, and more.
Will 8x8's CCaaS solution integrate with our existing systems?
Yes, 8x8's CCaaS platform seamlessly integrates with over 50 platforms including CRMs like Salesforce, Zendesk, Zoho and more. This enables your teams to quickly access the info they need from a single pane of glass.
Also, we can help quickly integrate any of your other existing systems with custom APIs (application programming interfaces).
