f8x8 Unlocks Business Insights from Every Conversation with AI-Based Speech Analytics
Orlando, FL, USA, March, 2019 -- 8x8, Inc. (NYSE:EGHT), a cloud provider of voice, video, chat and contact center solutions, announced a quality management and speech analytics solution that moves beyond the contact center to span all customer voice interactions across the entire enterprise. Because the 8x8 X Series communications and contact center solution is built on one cloud platform, the AI-based 8x8 Speech Analytics and Quality Management uses information that until now has not been readily accessible throughout an organization.
"Until now, these types of analytics have only provided visibility into contact center interactions. While critical for contact center performance, it limited the ability to assess and maximize daily employee and customer interactions taking place throughout the rest of the organization," said Dejan Deklich, EVP and Chief Product Officer at 8x8. "With 8x8 Speech Analytics and Quality Management, companies can quickly and easily unlock insights from every customer discussion. This is a game changer for teams outside of the contact center, such as field and partner sales, that want a data-driven way to provide collaborative performance management and identify new methods for operational efficiency.
"Importantly, data protection and privacy continue to be core principles behind the design and development of our solutions," continued Deklich. "The X Series platform gives customers the ability to harness communications data broadly across the organization without sacrificing their commitment to these important requirements."
"Now is the time for executives outside the contact center to reap the benefits of speech analytics," said Dan Miller, Lead Analyst & Founder at Opus Research. "Increasingly, companies are realizing the value of analyzing all conversations, not just those that are managed through the contact center. For example, valuable insights can be gleaned by analyzing interactions between an inside sales team and their prospects."
Companies such as Movement Mortgage are excited about the positive business impact of this technology. "As a top 10 national retail mortgage lender employing more than 3,200 people in over 700 branches across 49 states in the U.S., Movement Mortgage is passionate about every member of our team thriving, personally and professionally," said Will Simons, Director of IT at Movement Mortgage. "We are very excited about the possible use cases for 8x8 Speech Analytics and Quality Management with our sales and support groups. For example, we can learn what our President's Club sales associates are doing to become top performers, and can use these positive, repeatable examples to train other associates to deliver higher levels of service."
In addition, 8x8 also announced a new common data format and dashboard for X Series. The new data format tracks all interactions throughout the company, which is the key to monitoring the entire customer journey as one interaction.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, March 21, 2019
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