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A cloud contact centre is a platform that manages customer interactions across channels — voice, chat, email, social and messaging — without relying on physical on-premise hardware. Everything runs in the cloud, enabling faster scaling, easier updates and more flexible working models.
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A call centre focuses primarily on voice calls. A contact centre handles voice plus digital channels like chat, email, RCS, social media and messaging apps, enabling a more seamless, omnichannel customer experience.
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Enterprises are shifting to cloud platforms for improved agility, lower operational costs, stronger analytics and the ability to support remote or hybrid teams. Cloud also enables faster deployment of AI, automation and new digital channels.
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AI can automate routine queries, support agents with real-time guidance, detect customer sentiment and surface insights to improve journey design and workforce planning. This reduces operational costs while improving speed and consistency.
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Yes. Cloud contact centres are purpose-built for distributed teams, allowing agents to work securely from any location with real-time access to the same tools and data.
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8x8 supports all major channels — voice, email, web chat, RCS, social media, SMS, WhatsApp and other digital messaging platforms — all handled through a single agent workspace.
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Yes. 8x8 provides AI-powered self-service, Agent Assist, sentiment analysis and real-time insights to automate low-value tasks and support faster, more consistent customer interactions.
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Absolutely. 8x8 integrates with tools like Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and many others. Britannic can also connect custom systems using our NetConnect CTI platform.
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You need a Contact Centre licence (Agent, Supervisor or Advanced) plus an appropriate X Series licence such as X6, X7 or X8 — depending on your telephony, analytics and usage requirements.
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Yes. It’s fully cloud-based and gives agents secure access to all tools from any location. Supervisors also get dashboards for real-time visibility and coaching.
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