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Provider of cloud-based communications and computing solutions 8x8 (News - Alert) has released Virtual Contact Center 7.1, an upgraded version of its hosted call center software service. 

The new features of this latest version will improve the efficiency of agents as well as facilitate the administration of larger contact centers.

A cloud-based call center service, 8x8 Virtual Contact Center is touted as an ideal solution for small to mid-sized call center organizations or call center departments within larger enterprises.

It features patented advanced virtual tenant architecture (AVTA), which is designed to deliver “industry-leading” reliability, according to company officials. The solution is available as standalone service or as an integrated component of the 8x8 Virtual Office hosted PBX (News - Alert) business phone system.

“8x8 Virtual Contact Center provides everything we need to manage our call centers effectively and ensure that customers get the right assistance right away,” said Rob Storie, supervisor for customer service at Zumiez, an international clothing retailer.

He said that between the broad, deep CRM support, recording and security features, advanced routing options and productivity-enhancing UI, 8x8 Virtual Contact Center enables a customer service experience so stellar that it gives Zumiez another powerful market differentiator.

The new version of Virtual Contact Center features new, out-of-the-box CRM support for Zoho – in addition to Microsoft Dynamics ZenDesk, Salesforce and NetSuite (News - Alert) -- and also enhanced CRM integration with NetSuite.

In addition, it now comes with Configuration Manager functionality, which enables multiple administrators with customizable privileges, offering better security and control. Additional features include agent interaction refinements including shortcuts, forced transaction codes, and recording pause. Furthermore, its refined Caller ID controls allow agent-by-agent selection of outgoing Caller ID, and its roles-based management tools add granular system security and control.

Virtual Contact Center 7.1 is now available. Company officials said that it has already been provided free of charge to existing customers of Virtual Contact Center services.