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TMCNet:  8x8 Contact Center Launches at Customer Contact Week 2019

[June 25, 2019]

8x8 Contact Center Launches at Customer Contact Week 2019

8x8, Inc. (NYSE:EGHT), a leading cloud provider of voice, video, chat and contact center technology for over one million users worldwide, today announced the availability of a complete cloud contact center solution, 8x8 Contact Center.

The company will showcase the 8x8 Contact Center at Customer Contact Week in booth 608, taking place this week at The Mirage in Las Vegas. 8x8 will be demonstrating several new products and capabilities designed to reduce customer friction, increase first contact resolution and improve visibility into the overall customer journey across both X Series and 8x8 Contact Center.

The 8x8 Contact Center is a complete standalone solution including ACD, IVR, omnichannel, dialer, reporting, customer journey analytics, quality management, speech analytics, surveys and knowledgebase, all delivered on a single unified platform. The 8x8 Contact Center is the only CCaaS product on the market that includes a bank of minutes for each agent providing significant savings opportunity. It also offers customers the freedom to utilize their own PBX or take advantage of 8x8's best-in-class UCaaS offering. A host of pre-built CRM integrations extend the capabilities of the platform and provide contact centers with single sign on and centralized administration. It is backed by a 99.99% uptime SLA and guaranteed voice quality.

Customer Contact Week attendees can connect with 8x8 contact center experts to learn more about the offering. Demo highlights include:

  • 8x8 Intelligent IVR: Enhances the cutomer experience with AI-enabled self-service capabilities and improves the depth and visibility of IVR usage with the use of automatic speech recognition and natural language processing. The 8x8 Intelligent IVR provides a graphical interface for designing call flows and provides pre-set call flow prompts for specific use cases.
  • 8x8 Customer Journey Analytics: Delivers in-depth insight into every customer touchpoint through a simplified interface to eliminate manual analysis, providing a clear understanding of every step within the customer journey and which steps help or hurt customer sentiment.
  • 8x8 Expert Finder: Eases the effort in finding subject matter experts to get answers to the hard questions faster by enhancing collaboration to expedite the time to resolution. Expert Finder combines the value of 8x8 Team Messaging and AI to search and rank established message rooms based on past chats and expert interactions. 8x8 Expert Finder works across messaging platforms, both inside and outside the organization, providing interoperability to more than 24 third-party messaging platforms (e.g. Slack, Cisco Webex Teams, Google Hangouts, etc). This enables employees to access the collective wisdom of the extended organization.

"8x8 has a twelve-year, successful history of providing contact center services. For customers feeling trapped by aging infrastructure, the 8x8 Contact Center solution delivers more value by including omnichannel, quality management, speech analytics, customer survey, preview dialer and customer journey analytics at a price point well below our competition," said Janice Rapp, VP of Product Marketing for Contact Center at 8x8. "What's more, 8x8 Contact Center gives customers easy access to additional capabilities delivered through our single platform. Cloud PBX, team messaging and video meetings are all within the realm of possibilities and make it easy to maximize customer and employee engagement."

In addition to the launch of 8x8 Contact Center, on June 26, the company will co-present with its customer, Age of Learning, in a session titled "Fostering Customer Loyalty: How Age of Learning Equips Agents for Success" taking place at 11:25 a.m. PDT at the CCW Innovation Lab stage located in the convention center.

About 8x8, Inc.

8x8, Inc. (NYSE:EGHT) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, chat and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.

8x8® and 8x8 X SeriesTM are trademarks of 8x8, Inc.


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