Your contact center should have the right tools and technologies to support customers across the customer journey. But what happens when a significant portion of customer engagement happens outside the contact center with other employees?
According to cloud contact center solutions provider 8x8’s 2024 “Customer Experience Responsibility Beyond the Contact Center" report, nearly two-thirds of business leaders surveyed said that up to 60% of their organization’s customer interactions take place outside of the contact center.
To close the gap, 8x8 recently introduced a product called 8x8 Engage, an AI-powered solution designed to enable cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success. Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact center, 8x8 Engage aims to bridge an organization’s CX journey gaps and empowers this underserved user base with tools and capabilities for delivering consistent, successful outcomes, according to the company.
8x8 Engage offers centralized customer interaction journey analytics across the entire organization to eliminate data silos across CX apps, uncover actionable business insights, and provide predictive, contextual customer metrics. In addition, advanced queue management enables more seamless interaction transfers throughout the organization with data and context consistency and persistence across every touchpoint. Finally, AI-powered features such as speech analytics and interaction summarization reduce cognitive load and ensure effective customer handling with smart action items for an enhanced customer experience.
“Organizations are hampered from delivering an even better customer journey and experience because a significant portion of employees that regularly engage with customers are not in the contact center, and so they lack the right technology to support their specific needs,” said Zeus Kerravala, founder and principal analyst at ZK Research. “In today’s CX-driven world, 8x8 is further bridging the customer experience gaps that exist across an organization. 8x8 Engage is the first solution in the market specifically tailored for these workers requiring customer-facing capabilities in order to drive more successful business outcomes and competitive advantages."
Edited by
Alex Passett
