8x8 is a cloud-based VoIP system that provides an array of communication services to businesses, including virtual office numbers, a versatile communications console and a wide range of analytics. The analytics can provide important call insights - including the average duration of a call and how many calls are abandoned or missed - as well as agent performance analytics, like who is completing the most calls or who has the longest wait times. 8x8 can also use that data to improve customer interactions, tracking agent skill sets in order to match customers with the agents that are most equipped to help them.
Wrike is a cloud-based collaboration and project management software that scales across teams in any business. It allows companies to gain visibility, simplify their planning and streamline their workflow, giving them a better chance at long-term success, clarity, and insights.
Bring all your 8x8 data to Amazon Redshift
Load your 8x8 data to Google BigQuery
ETL all your 8x8 data to Snowflake
Move your 8x8 data to MySQL
Bring all your Wrike data to Amazon Redshift
Load your Wrike data to Google BigQuery
ETL all your Wrike data to Snowflake
Move your Wrike data to MySQL
Track a wide range of data about interactions that your agents have, including what customers are being contacted, the durations of the calls and the number of abandoned calls. Then, integrate that data with any number of tools that track customer interactions to improve your overall customer service performance.
Monitor interactions within a specific campaign and see data like who is making calls, the total call time, the relevant phone numbers and the record statuses for those interactions i.e. new, queued, accepted, completed or scheduled. These individual campaign metrics can then be used to track campaign performance trends and improve the effectiveness of future campaigns.
Get details about an individual agent or group of agents, including their names, IDs, groups, and level of access. You can also use this data to request a range of other information about those agents from different endpoints, including what activities they are involved in or what interactions they have had.
Retrieve a list of the agent groups in your organization, including their names, IDs, and deletion statuses. This data will allow you to request more specific information about that group’s performance from other endpoints, such as the agent endpoint.
For account-specific insights, you can also search among all tasks in one account. This can help focus your search and quickly understand the strengths and weaknesses of each of your accounts.
If you need an important piece of company-wide information, you can search among all tasks in all accounts. This function can help you extract big-picture project insights with just a few clicks, allowing you to prepare your data for analytics.
Search among tasks in a specific folder for highly targeted data and insights. Then, combine this information with data from other business-critical data sources to understand it more comprehensively.