8x8 Engage
Elevating Customer Experience Beyond the Contact Centre
In today’s fast-paced business landscape, customer service is no longer confined to traditional contact centre agents. Frontline staff, field technicians, sales representatives, and subject-matter experts all require powerful, agile tools to resolve customer queries instantly.
8x8 Engage bridges the gap by combining business telephony, digital channels, and contact centre intelligence into a single cloud-native platform. Brought to you by Eltel Australia, this unified solution ensures your entire team can seamlessly collaborate, route expert queries, and deliver exceptional customer journeys.
Key Capabilities of 8x8 Engage
Smart Expert Routing
Automatically connects customers to the right subject-matter expert or frontline team member, avoiding unnecessary transfers.
Unified Digital Inbox
Manages SMS, WhatsApp, and social messaging side-by-side with voice calls, keeping full customer context in one place.
Real-Time Queue Visibility
Grants leaders live tracking across all queues, letting teams adapt dynamically to call spikes without hassle.
AI-Powered Customer Insights
Automates call transcription, summaries, and sentiment analysis so your staff can focus purely on the customer.
Transform Troubleshooting with Video Elevation
One of the standout, high-utility features built into 8x8 Engage is Video Elevation. This tool empowers your team to shift a standard voice call into a live, real-time visual collaboration session with a single tap.
Initiate with Ease
During an active call, your team member clicks the "Video Invite" button inside the 8x8 interface.
Instant SMS Delivery
The system instantly sends a secure link to the customer's mobile device via SMS.
How Video Elevation Works
No App Required
The customer simply opens the link in their mobile browser and approves camera access. No app downloads or accounts are necessary.
Secure One-Way Video
The expert worker sees the customer's live back-camera feed to visually assess the problem, while the call remains fully active and private.
Real-World Business Impacts
By visually assessing a situation via 8x8 Video Elevation, Australian businesses can achieve rapid resolutions:
First-Contact Resolution
Resolve field service issues, hardware troubleshooting, or onboarding confusion without needing a physical site visit.
Drastic Cost Reductions
Save on operational travel expenses, vehicle usage, and communications hardware.
Versatile Use Cases
Perfect for insurance property damage assessments, product or furniture assembly guidance, identity verification, and capturing instant field screenshots.
Why Choose Eltel Australia for 8x8 Integration?
As an established communications partner, Eltel Australia ensures a smooth, zero-disruption migration to the 8x8 platform. We handle configuration, deployment, and localized support so you can instantly unlock the value of a unified UCaaS and customer experience cloud ecosystem.
Eltel Australia
support@eltel.com.au
1300 540 281
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