8x8 has introduced 8x8 Engage, a solution designed to revolutionize cross-organization customer engagement. This AI-powered platform specifically caters to the needs of customer-facing employees beyond traditional contact centers. Addressing the gap in the customer experience journey, 8x8 Engage assists these professionals with tailored tools to ensure consistent and successful outcomes.
“Seamlessly integrating the underserved CX professionals outside of the contact center into the customer experience journey is pivotal, and that requires empowering them with the correct set of tools and data. With 8x8 Engage, we are bridging the customer experience gaps within an organization by eliminating the silos that have traditionally existed between unified communications, the contact center, and different technology vendors. Our AI-powered, purpose-built solution, on a single technology and data platform, empowers every employee to engage with customers, improving efficiency and enhancing the customer experience,” said Hunter Middleton, Chief Product Officer at 8x8.
According to the findings from the 8x8 2024 Customer Experience Responsibility Beyond the Contact Center report, nearly two-thirds of business leaders acknowledge that a significant portion of their organization's customer interactions occur outside the conventional contact center. 8x8 Engage is strategically crafted to equip these customer engagement experts, who play a vital role in shaping lifetime customer value, with the appropriate capabilities and data for managing interactions effectively and delivering outstanding service.
8x8 Engage features
Unified Interface: By seamlessly integrating Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) components, 8x8 Engage provides a unified platform for handling customer interactions and fostering internal collaboration.
Queue management: Advanced queue management ensures smooth interaction transfers throughout the organization, maintaining data and context consistency for a seamless customer experience at every touchpoint.
Integration with enterprise apps: Deep integration and data synchronization with both native and third-party enterprise applications, including partners from the 8x8 Technology Partner Ecosystem, facilitate workflow automation and easy access to relevant data for informed decision-making.
AI-powered features: Leveraging artificial intelligence, 8x8 Engage incorporates speech analytics and interaction summarization to reduce cognitive load, enabling effective customer handling with smart action items that contribute to an enhanced customer experience.
Customer interaction journey analytics: The platform provides centralized analytics across the entire organization, eliminating data silos across customer experience applications. This uncovers actionable business insights and delivers predictive, contextual customer metrics.
The 8x8 Engage beta program is underway, with qualified 8x8 customers participating. Just a few days ago, 8x8 unveiled innovative Proactive Outreach features for its Contact Center, transforming customer service from reactive to proactive.
