In today’s era of remote work, ensuring a top-notch client experience is crucial for IT Service Desks. For the past five years, PTC has been offering a powerful solution to meet this need with the 8×8 Virtual Contact Center, a platform recognized by Gartner Group as one of the leading options in the market.
The 8×8 Virtual Contact Center is a cloud-based solution that handles customer interactions through multiple channels, such as voice, email, chat, and social media. It provides businesses with the tools to manage customer support, sales, and other communication needs more effectively.
One of the standout features of the 8×8 platform is its ability to enhance quality assurance. Service Desk managers can access recordings of all inbound and outbound calls, making it easy to share them with employees for training and coaching. In addition, the platform offers real-time coaching tools, including live call monitoring and the “agent whisper” feature, which allows supervisors to provide feedback to agents without the customer hearing.
PTC also understands that a seamless IVR (Interactive Voice Response) and phone menu system is essential to the caller’s experience. That’s why we work closely with clients to customize key features of the 8×8 system, including menu options, hold music, voicemail configurations, and priority or skill-based routing, ensuring agents with the right expertise handle calls.
The flexibility of the 8×8 “softphone” application allows employees to transition between office and remote work environments easily. Whether you’re running an IT Service Desk, a call center, or another customer service operation, PTC can tailor this solution to meet your specific needs.
Ready to take your contact center to the next level? Contact us today for more information!