In customer support, consistency is critical. Customers may experience a positive interaction in person at a store, for example, but find a nightmare of long hold times and multiple transfers during a phone call. (This does not a consistent experience make.) In this case, the efforts a company put into a good in-person experience is eliminated by the poor phone call. It’s unlikely that the company will get a second chance from the customer. The disconnect between channels is often the result of poor data.
Cloud contact center solutions provider 8x8, Inc. recently announced beta availability of a new product line designed to enable organizations to deliver effective customer engagement across the entire organization. This beta is in progress for qualified 8x8 customers.
The new product line’s features were added to further bridge the gap between unified communications-as-a-service (UCaaS) and contact center-as-a-service (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. By incorporating both native and third-party data, AI solutions and platform-level contact center components into built-for-purpose interfaces for customer experience professionals outside the contact center, 8x8 is in a position to help organizations more precisely tune and refine all interactions to create positive customer outcomes.
8x8 noted that its new product line will effectively address 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.”
To learn more, plan to attend the Future of CX Expo in Fort Lauderdale Florida from February 13-15. Jared Smith-Mickelson, 8x8’s VP of Engineering, will participate at a session entitled, “The Basics: Architecture & Platform Integration.” In addition, at the collocated Future of Work Expo, 8x8 Inc.’s Evangelist Justin Robbins will speak at a session entitled, “Future of Work Spotlight - Contact Center Agents are Employees Too.” For more information or to register, visit the show websites.
Edited by
Alex Passett
