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Contact Center Agent Endpoint Choice Best Practices
8x8 Support

Contact Center Agent Endpoint Choice Best Practices

 

Introduction

8x8 Contact Center customers have many options to choose from for endpoints for their agents taking or making calls. This article will provide you with some information to help you determine what the best choice is or what choices are for you. We've listed the options in the order we would recommend them.

Applies To

  • Customers choosing endpoints for their Contact Center agents
  • X Series
  • 8x8 Contact Center

Best Practices

8x8 Work Desktop

To enable agents to handle calls in Work for Desktop click here.
Pros
  • Has a software base that gets updated frequently with new features and functionalities
  • Allows other forms of unified communication such as chatting, texting, meeting, and reviewing Work's voicemail if applicable
  • Allow view of colleagues' presence and call status via contact directory even if they are not logged into the 8x8 Contact Center Agent Console
  • Ease of mobility, agents can work anywhere that has Internet connectivity (Wire or WiFi)
Cons
  • Requires 8x8 Work to be installed on a Windows/MAC machine that meets the minimum requirements
  • Some training or a user guide is required
  • CQ is dependent on the local network connectivity and capacity if traveling or working from a new location
  • Cannot be used for dedicated contact center agent implementations
  • No 911 functionality during network outages
Redundancy Planning
  • Hard phone or Work for Mobile

X Series with Polycom or Cisco phone

Pros
  • It's a physical device with a familiar look and feel
  • There is a minimal learning curve
  • Provides HD voice quality
  • No other additional system requirements required other than a headset if needed
  • Allows for dedicated contact agent implementations
Cons
  • It's a stationary device with no or low mobility (have to bring the device with you if need to WFH)
  • Need a dedicated or nearby PoE (Power over Ethernet) Ethernet connection which most homes do not have.
Redundancy Planning
  • Spare phone to swap out a defective device as needed. Use Work for Desktop or Work for Mobile as secondary devices as needed

Bria Softphone

Pros
  • Simple softphone app with call functionality only
  • Work anywhere that has an Internet connection (wire or wifi)
Cons
  • Call functionality only, no other form of unified communication
  • No visibility to contact directory to see colleagues' presence and call status
  • No OOTB fall back if Bria fails
  • Bria bug fixes are out of 8x8's control
  • Cannot be used for dedicated contact center agent implementations
  • No 911 functionality during network outages
Redundancy Planning
  • 8x8 Work service with either a hardphone, Work for Desktop or Work for Mobile

PSTN Termination

Pros
  • Use of existing PSTN connection or mobile phone, instead of 8x8 service
  • Does not require an internet connection to work
Cons
  • Not cost-effective, as the call duration may be billed by PSTN provider
  • Redundancy option may not be available with PSTN provider
  • CQ is dependent on the PSTN provider/mobile carrier network
  • Harder to troubleshoot when there are reported issues related to CQ
  • Cannot be used for dedicated contact center agent implementations
Redundancy Planning
  • 8x8 Work service with either a hard phone, Work for Desktop or Work for Mobile