Customer Experience Analytics, Post Call Survey features and a new version of Quality Management have been added to 8x8's Virtual Contact Centre (VCC) solution.
"One of the promises of the cloud is democratisation, high-end features for all, not just for the very large contact centres that can afford expensive customisation," said Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics.
"The new capabilities announced by 8x8 highlight the increasing sophistication in customer experience applications that customers expect from Contact Centre as a Service (CCaaS) vendors."
8x8 says these upgrades will enable global mid-market and enterprise companies to better understand and respond to customer pain points.
Enhanced reporting and collaborative performance management capabilities between agents and supervisors will also improve the overall customer experience, said the company.
"Studies show that contact centres that collaborate perform much better than contact centres where agents operate in silos," said Matt McGinnis, Vice President of Product Marketing at 8x8.
"8x8 is responding to this industry trend by offering an updated and collaborative quality management solution to our customers."
Customer Experience Analytics and Post Call Survey are available as a part of the 8x8 Virtual Contact Centre Standard, Pro and Ultimate service plans.
Quality Management 3.5 is available as a part of the 8x8 Virtual Contact Centre Ultimate service plan.