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News : 8x8 Announces Experience Communications as a Service (XCaaS) to Help Organizations Meet New Work Requirements

#contactcenterworld, @8x8

Campbell, CA, USA, May 18, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced Experience Communications as a Service (XCaaS), a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). With XCaaS, organizations can support the communications requirements of all employees as they work together to deliver differentiated customer experiences.

Addressing a large community of UCaaS, CCaaS and technology analysts at the 8x8 Analyst Summit, 8x8 CEO Dave Sipes commented, "As is in other markets, such as CRM and ERP, when organizations transitioned from legacy, on-premises systems to SaaS and cloud deployment models, fragmentation occurred resulting in multiple disparate solutions across the enterprise. XCaaS eliminates communications silos, brings the employee experience and customer experience back together, and helps drive the cloud communications industry forward significantly."

IT, CX and line of business leaders are challenged in their ability to deliver effective solutions for an evolving and increasingly complex work environment. Obtaining a 360 degree view of both employees and customers is critical for overall organizational effectiveness and long-term business success. According to Metrigy, companies find success when they integrate their contact center with unified communications. Those using an integrated cloud unified communications and contact center solution from a single vendor reported nearly 100 percent revenue improvement, a 14 percent cost decrease, a 57 percent customer experience rating improvement and a 37 percent agent efficiency improvement.

"8x8’s integrated cloud communications and contact center platform provides us the flexibility and resilience to quickly manage all employee and customer interactions from any location or device," said Brian Himstedt, Sr. Director of Technology at The Kansas City Royals. "With XCaaS, it’s not just the operational value when it comes to the platform. It’s the data insights and the ability to which you can make those insights readily available across the organization to help us provide a better customer and fan experience."

"This past year has highlighted that the siloed, inflexible communications bundles of the past will not be sufficient for the future of work. 8x8's open cloud platform with a full complement of integrated, modular capabilities allows us to deliver a highly differentiated solution to the market that advances the communications, collaboration and engagement needs of our customers," said Andrew Halliwell, Product Director, Virgin Media Business.

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://investors.8x8.com


About 8x8 Inc.:
Company Logo8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
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Today's Tip of the Day - 100% Recording

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Published: Thursday, May 20, 2021

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2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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