Cloud communications platform provider 8x8 has announced the general availability of its new XCaaS offering, 8x8 Frontdesk.
According to 8x8, this new product aims to transform the receptionist role by delivering a tailored XCaaS experience and user interface that combines unified communications and contact centre capabilities for high volume call handling.
“As businesses embrace hybrid work environments, the traditional receptionist or front desk role now requires the same flexibility and movability of any other role within the organisation,” said Hunter Middleton, chief product officer at 8x8, Inc. “By developing a purpose-built, native solution that leverages communications, collaboration, and customer engagement features from 8x8 XCaaS, 8x8 Frontdesk is empowering organisations to create a very personalised and empathetic experience for their employees and customers. This ensures that every first customer contact is a great one by eliminating traditional limitations and restrictions previously associated with this role.”
Built with the 8x8 eXperience Communications Platform, 8x8 Frontdesk provides powerful call queuing and handling features, which the company says enhances productivity and personalises engagement for a hybrid work environment.
The new offering leverages the single-vendor, integrated employee communications and customer engagement capabilities of 8x8 XCaaS and is natively enabled within the 8x8 Work app, 8x8 says.
Frontdesk also offers organisation-wide visibility into the status and availability of the entire workforce with the ability to filter users by site, spanning standard 8x8 extensions and Microsoft Teams users, and connecting incoming callers to employees and call queues.
The 8x8 Frontdesk tailored user interface has been designed to improve productivity, as 8x8 describes, enabling receptionists to facilitate and streamline their jobs. With Frontdesk, receptionists can answer calls efficiently regardless of location or device, access a custom view of expert resources to consult and connect calls using single-click interactions, 8x8 claims.
Global customers currently using 8x8 Frontdesk include Australia-based recruitment and business service company Bayside Group, legal service provider Wansbroughs, UK integrated solutions provider Charterhouse, and U.S. document filing and IT support specialist Parasec.
