8×8 has announced the beta availability of a new product line aimed at enhancing customer engagement across entire organisations. By merging UCaaS and CCaaS with AI solutions and contact centre components, the new line offers powerful, predictive insights to fine-tune customer interactions.
The innovative product line is designed to empower customer-facing employees with the necessary tools to optimise customer experiences, thereby enhancing customer satisfaction and loyalty.
- 8×8 has announced the beta availability of a new product line that allows organisations to deliver effective customer engagement across the entire organisation.
- These new capabilities bridge the gap between UCaaS and CCaaS, enabling smarter decision-making and positive customer outcomes.
- The new product line addresses the needs of employees who engage with customers but lack the right technology, empowering every customer-facing employee to make the most of every interaction.
A New Era of Customer Engagement
Let’s jump straight into the news. Today, we’re discussing the beta launch of a novel product line aimed to revolutionise customer engagement across organisations. The product is currently undergoing testing with a select group of clients, and it promises a comprehensive approach to customer interaction data management.
Unifying UCaaS and CCaaS
The new product line is designed to create a seamless transition between Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS). It offers powerful insights and predictive analytics, providing the means for intelligent decision-making across various customer touchpoints. Incorporating both internal and third-party data, cutting-edge AI, and platform-level contact centre components, the product is set to redefine customer experiences.
Zeus Kerravala, the founder and principal analyst at ZK Research, provided his expert perspective on the matter:
“Organisations are hampered from delivering an even better customer journey and experience because they have a significant portion of employees outside the contact centre that regularly engage with customers but lack the right technology to support their specific needs.”
Addressing the Underserved User Base
This innovative product line is designed to cater to the needs of an often overlooked group of employees: those who frequently engage with customers but lack the appropriate tools to deliver consistent, positive customer experiences. These users play a critical role in customer engagement and are increasingly responsible for successful customer outcomes.
Orchestrating Exceptional Customer Journeys
Samuel Wilson, CEO at 8×8, Inc., commented on the importance of orchestrating exceptional customer experiences as an organisation-wide responsibility. He believes that by introducing a product line that expands customer engagement across the entire organisation, companies can empower every customer-facing employee to maximise every interaction, leading to superior customer satisfaction, loyalty and ultimately, business success.
Final Thoughts
The beta availability of this new product line offers a fresh approach to unifying UCaaS and CCaaS. By offering a platform that allows for comprehensive data management and insights, the product has the potential to significantly improve customer engagement strategies. It’s a promising development, and while it’s still in its early stages, it’ll be interesting to see how it shapes the future of customer engagement in the digital age.
FAQ
Q: What is the new product line announced by 8×8?
A: The new product line announced by 8×8 enables organizations to deliver effective customer engagement across the entire organization.
Q: Who is the beta availability of the new product line open to?
A: The beta availability of the new product line is open to qualified 8×8 customers.
Q: How does 8×8 bridge the gap between UCaaS and CCaaS?
A: 8×8 bridges the gap between UCaaS (Unified Communications as a Service) and CCaaS (Cloud Contact Center as a Service) by transforming customer interaction data’s availability, utilization, and contextualization throughout the organization.
Q: How does 8×8 help organizations make smarter decisions?
A: 8×8 helps organisations make smarter decisions by incorporating both native and third-party data, cutting-edge AI solutions, and platform-level contact centre components into built-for-purpose interfaces for customer experience professionals outside the contact centre.
Q: Why are employees outside the contact centre considered underserved?
A: Employees outside the contact centre are considered underserved because they regularly engage with customers but lack the right technology to support their specific needs.
Q: What role do employees outside the contact centre play in customer engagement?
A: Employees outside the contact centre play a pivotal role in customer engagement and are increasingly responsible for successful customer outcomes.
Q: How does 8×8 empower customer-facing employees?
A: 8×8 empowers customer-facing employees by providing intentionally engineered capabilities that enable them to make the most of every interaction, leading to superior customer satisfaction, loyalty, and business success.
