8×8 Bridges the Customer Engagement Gap Related Articles Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Mind the Gap of Customer Engagement Isolation AI Bridges Gaps in Agent and Customer Connections Bridging the Gap Between Digital and Telephony © Jozef Micic - Shutterstock - 2104920080 Filed under - Contact Centre News, 8x8 8×8 has announced beta availability of a new product line that will enable organizations to deliver effective customer engagement across the entire organization. This beta is in progress for qualified 8×8 customers. These new capabilities further bridge the gap between UCaaS and 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, cutting-edge AI solutions, and platform-level contact centre components into built-for-purpose interfaces for customer experience professionals outside the contact centre, 8×8 is in a unique position to help organizations precisely tune and refine all interactions to create positive customer outcomes. “Organizations are hampered from delivering an even better customer journey and experience because they have a significant portion of employees, outside of the contact centre, that regularly engage with customers but lack the right technology to support their specific needs,” said Zeus Kerravala, founder and principal analyst at ZK Research. “8×8 is a leader in bringing cloud contact centre and unified communications together on a single platform, and in today’s CX-driven world, 8×8 is bringing even greater value to organizations by providing these workers with persona-based, customer-facing capabilities that can drive more successful business outcomes and competitive advantages.” The new product line effectively addresses 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 8×8, Inc. “By introducing an innovative new product line that expands cross-organization customer engagement, 8×8 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.” This blog post has been re-published by kind permission of 8x8 – View the Original Article For more information about 8x8 - visit the 8x8 Website About 8x8 8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Read other posts by 8x8 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: 8x8 Published On: 1st Feb 2024 Read more about - Contact Centre News, 8x8 Recommended Articles Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Mind the Gap of Customer Engagement Isolation AI Bridges Gaps in Agent and Customer Connections Bridging the Gap Between Digital and Telephony Related Reports Guide: Contact Center Buyer's Guide Report: 2030 Customer Experience Vision eBook: Embracing eXperience Communications as a Service (XCaaS) eBook: The Real Costs of Doing Nothing Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter