8×8 Telephone Services: Core Features
8×8’s main offering is Virtual Office, the company’s cloud-based system that offers a complete business phone service. It comes in three different plan types to suit the needs of your business.
Virtual Office X2
Smaller businesses will probably want to opt for the X2 suite, although to refer to it as basic would be a misnomer. With this package you get mobile and desktop apps to help manage and oversee your phone system, as well as accompanying analytical software.
Call queuing and auto attendant are included at this price level, so you won’t have to worry about dropping any calls if an agent isn’t immediately available.
The package also includes unlimited calls to 14 countries, including major territories in the Americas and Europe, meaning your business can be truly global.
Also as standard is integration with Salesforce, Zendesk and Netsuite CRM.
Virtual Office X5
The next suite, X5, offers all of the above as well as a handful of extra features. It expands the number of countries that can be contacted free of charge from 14 to 32, taking in key locations in Asia, as well as more in Europe.
You’ll also get access to call recording, essential for those looking to keep track of calls or use for training purposes.
Audio and video conferencing abilities in this package extend to 25 participants, from the 5 of the X2 suite.
Virtual Office X8
The X8 package is for those businesses that are looking for a virtual phone system that offers complete control and reporting. It includes all the features of the X5 suite, but adds a much more complete analytical package, so businesses can really drill down into the minutiae of its Virtual Office set up.
It also includes Interactive Voice Response (IVR) to ensure that calls are routed to the best agents automatically.
In the X8 feature set, 46 counties can be called toll free, and the number of audio and video conferencing participants is 50.
Virtual Contact Center
8×8 can consolidate your staff across a multitude of locations into one virtual contact center, giving customers a seamless experience.
The Contact Centre package comes in three types. Standard covers voice only, but includes CRM integration, both native and third party, as well as queued callback and web callback systems. Customer experience analytics come as standard, and a post-call survey helps you and your employees hone their service.
Historic and real time reports are also available, and an internal chat function for agents and supervisors aids business communication.
The Pro level package includes voice, but also email and chat systems for customers. The IVR solution is also enhanced, and capable of more technical requests than that of the Standard suite.
Ultimate comes with everything as above, as well as quality management tools to monitor staff and maximize agent efficiency. You’ll also get wallboards that can display up to the minute reports clearly and efficiently to keep on top of call volumes minute by minute, second by second.
8×8 is compatible with any handset. You can purchase a range of handsets, including models by Polycom, Yealink and Cisco, from 8×8, or use your business’s existing hardware. Calls can also be ported to mobile devices, as well as desktop PCs for total flexibility for your staff.