8x8 Introduces Packet8 Virtual Office Call Center Solution for SMBs

8x8 yesterday expanded the market for its Packet8 Virtual Office hosted iPBX phone service with a new, fully integrated hosted call center solution designed specifically for small to medium-sized businesses with call center operations of less than 100 seats.

The Packet8 Complete Contact Center is a multimedia distribution and management platform that works with any broadband Internet service and provides enterprise-class contact center functionality combined with Virtual Office hosted iPBX calling features and Packet8's business VoIP calling plans.

Developed with Contactual, the Packet8 Complete Contact Center service offers features such as skills-based routing; management of telephony, email, chat, and voice mail; real-time monitoring and reporting; voice recording and logging; historical reporting; an interactive voice response (IVR) system managed through a Web interface; CRM integration to provide single sign-on, screen pop and outbound dialing functionalities; and contact and case management tools.