Name: i800
Author: i800

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Text Editors

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Business Process Management (BPM)

Collaboration

Contract Management

Facility Management

Meeting Management

PDF Editors

Supply Chain Management

Workflow

Enterprise

Accounting

Cryptocurrency Wallets

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Storage

Complex Event Processing

Converged Infrastructure

Custom Software Development Services

Data Masking

Firewall

Fraud Detection

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Network Traffic Analysis (NTA)

NoSQL Databases

Storage Management

Time Series Databases

Unified Communications Monitoring

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Contest Management

Creative Collaboration

Email Deliverability

Email Marketing

Marketing Automation

Product Information Management (PIM)

Product Intelligence

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

eCommerce Analytics

Sales

Data-Centric Audit Protection (DCAP)

Intrusion Detection

Operational Technology (OT) Security

Security

3D Modeling

Clinical Data Management

Computer-Aided Design (CAD)

Investment Portfolio Management

Municipal

Simulation

Travel Agency

Vertical-Specific

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The i800 is positioned as an advanced self-service contact center platform with zero coding, aiming to transform how businesses handle customer interactions. According to the vendor, it is designed to cater to companies of various sizes, including customer service representatives, contact center managers, sales and marketing professionals, IT professionals, as well as small and medium-sized businesses across different industries.

## Key Features

**Interactive Visual Response (IVisR)**: According to the vendor, this feature enhances customer engagement by providing a visual interface for communication. Customers have the ability to input text and respond to visual prompts, with the option to switch to voice interaction if desired. The IVisR feature can be deployed as a standalone solution or integrated with existing contact center infrastructure.

**Click To Call & QR Code enables numberless calling**: The vendor claims that this feature simplifies customer communication by allowing them to initiate calls without dialing a phone number. The QR code scanning feature provides quick and easy access to contact center services. By eliminating the need for customers to remember or dial phone numbers, this feature aims to reduce barriers to communication.

**Truly Global**: The vendor states that the i800 platform enables seamless communication with customers across different countries and regions. It provides global connectivity without the need for additional configuration or setup, aiming to remove geographical barriers and facilitate international business operations.

**Transforming how customers communicate with you**: The vendor claims that the i800 platform offers a modern and efficient way for customers to interact with businesses. It provides a user-friendly and intuitive interface for customer communication, with multiple communication channels and self-service options to enhance customer satisfaction.

**Multi-Channel cloud-hosted next generation conversation platform**: According to the vendor, the i800 platform enables businesses to handle customer interactions across multiple channels. It supports various communication channels including telephony, chat, and file sharing, providing a unified platform for managing and responding to customer queries and issues.

**Available as Web / Embedded & Native app on IOS & Android**: The vendor states that the i800 platform can be accessed through web browsers or native apps on iOS and Android devices. This feature aims to provide flexibility and convenience for customers to communicate using their preferred devices and platforms.

**Ability to input text and respond to visual prompts with the option of switching to voice facilitates effective interaction**: According to the vendor, the i800 platform allows customers to input text and respond to visual prompts, with the option to switch to voice interaction if desired. It can be implemented as a standalone solution or integrated with existing contact center infrastructure, aiming to facilitate effective communication.

**Simple to set-up, easy to work & self-service**: The vendor claims that the i800 platform offers a simple and easy setup process with self-service options. It is designed to be user-friendly and intuitive for contact center staff, following a "plug and play" model to minimize the need for complex configurations.

**Integrates telephony, chat, and file sharing all under one roof**: According to the vendor, the i800 platform streamlines customer communication by integrating telephony, chat, and file sharing capabilities into a single platform. Customers can contact businesses through multiple channels, while support staff can manage and prioritize customer contacts using chat bot and machine-based intelligence features.

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Custom Plan

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Omnichannel CX

Call Center Standard

Digital CX

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i800

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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i800

Overview

What is i800?