"How do you create a seamless customer experience in the contact center?"
It's a great question. Naturally there are many elements; one of them involves making authentication processes easier so customers (as well as agents) aren’t spending too long with frustrating, disjointed security processes before they can even begin their customer journeys.
So, contact center platform provider 8x8, Inc. recently announced a partnership with Descope. 8x8, the exclusive Asia Pacific partner for Descope, plans to integrate Descope’s drag-and-drop customer identity and access management (CIAM) platform with 8x8’s Communications-Platform-as-a-Service (CPaaS) APIs. The integration is expected to enable organizations to more easily create and customize complete user journeys through Descope’s intuitive visual workflows.
The combination of 8x8 and Descope capabilities aims to provide organizations with a complete solution capable of delivering consistent, secure and frictionless authentication processes, ensuring customers aren’t being frustrated by necessary security procedures. The addition of Descope’s integrated no code/low code visual workflows solution will allow 8x8 users to customize user journeys and build personalized onboarding experiences, as well as to easily deploy modern login processes like social logins, passkeys, one-time passwords (OTPs) and magic links. In the announcement, 8x8 noted that these methods are superior options to traditional password-based logins both in terms of security and user experience.
Organizations deploying Descope have reduced the number of support tickets related to authentication issues by 50% and cut down considerable costs ("30x to 40x," at times) by not needing to build in-house authentication systems.
??“Secure authentication and authorization have to always be at the top of a company’s list of priorities, but it doesn’t have to come at the expense of positive customer experiences,” said Stephen Hamill, General Manager, CPaaS at 8x8, Inc. “Our partnership with Descope provides organizations with a secure, frictionless, highly usable experience that enhances efficiency and supports business growth, unlocking the potential of every interaction. Additionally, Descope’s capabilities complement and enhance our AI-driven communication solutions, enabling smarter, more seamless engagements across the customer journey.”
Edited by
Alex Passett
