#contactcenterworld, @8x8

Campbell, CA, USA, Mar, 2022 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced availability of 8x8 Conversation IQ, which extends formal contact center capabilities, such as quality management and speech analytics, to any 8x8 cloud communications users. The new offering applies conversational artificial intelligence (AI) to help organizations uncover insights, foster coaching, and ensure professional engagements deliver consistent experiences across the entire enterprise, for all user roles, from the contact center to the front desk and the back office.

"Adding 8x8 Conversation IQ for certain employees, such as claims adjusters, in addition to our existing call center agents, was incredibly useful. This allows us to use the speech analytics functionality to its fullest extent, and we were able to improve team performance and enhance customer service," said Mobashir Ahmed, IT Manager at Fred Loya Insurance. "By providing transcription services within the 8x8 Work app, we were also able to lower operating costs and decrease the number of vendors we work with by bringing transcription services in-house."

An integrated cloud communications and contact center solution is key because at least twice as many employees outside the contact center are interacting with customers. Typically, 10 percent to 12 percent of employees work as formal agents in contact centers, but 24 percent of employees are using CX applications to interact with customers, according to Metrigy’s CX and Workforce Optimization 2021-22 study of 524 companies.

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"This is the exact type of benefit business leaders want from integrated communications platforms," said Robin Gareiss, CEO and principal analyst at Metrigy. "CX leaders already see the value with the use of capabilities such as speech analytics and quality management, so there is no reason those in other business units won’t also see benefits. Using a single solution will drive consistency in analysis and performance across an enterprise organization."

"Enterprises are looking to strengthen employee performance and optimize customer experience, but traditionally the solutions have been siloed in only one part of the organization. By owning the entire platform, we can extend quality management and speech analytics capabilities to team leaders to drive coaching and performance management capabilities across an entire organization," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "8x8 Conversation IQ demonstrates our continued commitment to enhancing the power of the integrated 8x8 XCaaS solution by providing both employee and customer engagement capabilities across the entire platform."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com