News : 8x8 Extends Partnership With Zendesk to Enhance Customer Experience Management
San Jose, Calif., July 24, 2014 -- 8x8, Inc., a provider of cloud-based unified communications, contact center and collaboration solutions, announces the availability of a new, out-of-the-box integration with Zendesk’s customer service platform that enhances the Customer Experience Management capabilities of the 8x8 Virtual Office cloud telephony and unified communications (UC) platform.
Businesses today need to provide better customer experiences in order to remain competitive. Inefficient customer interactions not only cost the business more money, they also erode customer relationships. The combined 8x8 and Zendesk solution tightly integrates business telephony and customer relationship functionality to enable organizations to provide more efficient and more personalized interactions with their customers.
With the Virtual Office integration with Zendesk, incoming calls to a business through the 8x8 Virtual Office phone service instantly triggers a customer’s profile and ticket to appear on the user’s computer screen before the call is answered, allowing the employee to answer the call with all the relevant historical and account data.
"New channels of interaction have given consumers more power, control, and knowledge. Research has shown that customers turn first to the Web and their peers to get information and self-serve before they call into the company or its contact center, changing the balance of power between the agent and customer," said Nancy Jamison, Principal Analyst, Customer Contact, Frost & Sullivan. "As such, the ability to pull in, combine, and use customer interaction history is the future in providing the elevated level of customer experience new generations of consumers demand."
Posted by Veronica Silva Cusi, news correspondent
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About 8x8 Inc.:
8x8, 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.
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
Published: Friday, July 25, 2014