8×8 Expands Video Elevation to Enhance Contact Centre Efficiency

8×8 has announced that it has expanded the availability of its Video Elevation feature for the 8×8 Contact Center.

This new capability allows contact centre agents to visually assess and resolve issues, such as property damage or product assembly, without requiring onsite technical assistance, which improves customer service efficiency.

Since its launch, the use of video interactions by agents has increased by 150% each quarter. The feature helps agents address customer concerns on a case-by-case basis, cutting support costs and reducing the need for in-person visits.

For example, UK housing associations have utilized Video Elevation to remotely manage tenant concerns, improving first contact resolution for routine maintenance issues.

Platform Housing Group, a public housing association in the UK, reports handling 31% of issues remotely, saving £50,000 annually on communications hardware and keeping operational costs stable, even with the addition of 300 users.

Hunter Middleton, Chief Product Officer at 8×8, said, “The new one-way video capabilities reduce average handling times and increase first contact resolution for so many industries, including retail, manufacturing, and housing, while also improving the contact centre agent experience, empowering them to provide faster, more seamless customer support.”

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Author: Hannah Swankie
Reviewed by: Jo Robinson