September 2022 - Contact Center Monthly Communication
Overview
This update is to inform you about some upcoming enhancements for 8x8 Contact Center that will launch this September. Included below is more detailed information with regard to the release, as well as links to additional documentation for more insight.
Applies To
- 8x8 Contact Center
September Product Enhancements:
Contacts Directory filter by presence
The Contacts Directory features are continuing to be enhanced. During September, we will be adding the ability to filter the Contact Directory so that users have the ability to filter entries by presence state, while also gaining the ability to only show CC Agents.
Keep caller ID on transfer
This feature enables the ability to pass through the number of the initial inbound caller when transferring a call from the contact center, to an 8x8 number that sits inside the UC application. This enables the ability to pass through the number of the initial inbound caller.
Use case - The feature allows a member of the back office team to automatically see the number and information of a customer who has phoned into a contact center and has been transferred by a contact center agent to the back office to gain specialized assistance.
In this scenario a contact center agent is handling a call that needs to be transferred through to a member of the back office team for specialized assistance. When the contact center agent transfers the call, the member of the back office team will now automatically see the number of the person who phoned into the call center.
Email in External CRM with Salesforce
This feature allows customers to use 8x8 for routing their emails to agents, and to have these emails automatically stored on the external CRM. When an agent accepts and responds to the emails, these emails are automatically stored on the external CRM.
When working with Salesforce it looks like this
An agent can accept an email. This will then screenpop Salesforce in the background with the customer record.The agent can then reply to the customer from inside the 8x8 embedded panel. When the agent replies, this will then attach the email response and screen pop the Salesforce attached data.
Agents can also transfer, forward, create new and follow up emails that will then be added within Salesforce.
Then, the agent can reply to the customer from inside the 8x8 embedded panel
When the agent then replies, this will then attach the email response and screen pop the Salesforce that has been attached to it.
Agents can also transfer, forward, create new and follow up emails that will then be added within Salesforce.