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News : 8x8 Bridges the Customer Engagement Gap, Empowering Customer-Facing Employees with Tailored Tools

#contactcenterworld, @8x8

Campbell, CA, USA, Jan 31, 2024 - 8x8, Inc. (NASDAQ: EGHT), an integrated cloud contact center and unified communications platform provider, announced beta availability of a new product line that will enable organizations to deliver effective customer engagement across the entire organization. This beta is in progress for qualified 8x8 customers.

These new capabilities further bridge the gap between UCaaS and CCaaS, transforming the availability, utilization, and contextualization of customer interaction data throughout the entire organization to enable smarter decision making across the many different touch points through powerful and predictive insights. 

"Organizations are hampered from delivering an even better customer journey and experience because they have a significant portion of employees, outside of the contact center, that regularly engage with customers but lack the right technology to support their specific needs," said Zeus Kerravala, founder and principal analyst at ZK Research. "8x8 is a leader in bringing cloud contact center and unified communications together on a single platform, and in today’s CX-driven world, 8x8 is bringing even greater value to organizations by providing these workers with persona-based, customer-facing capabilities that can drive more successful business outcomes and competitive advantages."

The new product line effectively addresses the needs of employees, who serve as both functional experts as well as frequently engage with customers. This underserved user base plays a pivotal role in customer engagement and are increasingly responsible for successful customer outcomes, yet have not been equipped with the right-fit tools and capabilities to enable consistent, positive customer experiences.

"Organizations that excel at customer service and experiences understand that orchestrating exceptional customer journeys is an organization-wide responsibility," said Samuel Wilson, Chief Executive Officer at 8x8, Inc. "By introducing an innovative new product line that expands cross-organization customer engagement, 8x8 is providing organizations with intentionally engineered capabilities that empower every customer-facing employee to make the most of every interaction, leading to superior customer satisfaction, loyalty and ultimately, business success."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.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 - Social Activities Help Motivate

Read today's tip or listen to it on podcast.

Published: Thursday, February 1, 2024

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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