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News : 8x8 Introduces Conversation IQ

#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.

"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


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 - Do Your Research

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

Published: Friday, March 18, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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