8×8 Launches New Conversational Intelligence Platform

8×8 has announced the launch of 8×8 Pulse.

This is their new conversational intelligence platform designed to help organisations access and analyse information contained within customer and employee conversations.

The platform is built on what 8×8 describes as a conversational data foundation, which captures and structures data from interactions such as sales calls, customer service conversations, emails, internal chats, support tickets and meetings.

This information is combined with data from systems such as CRMs and other business applications to provide a broader view of customer and operational activity.

According to 8×8, Pulse allows users to ask questions in natural language and trace insights back to the original conversations from which they were derived.

The company says this can help teams identify customer feedback, renewal signals, product issues and other business insights that are often spread across multiple systems.

Hunter Middleton, Chief Product Officer at 8×8, said:

“You don’t search your own memory, the right thing just surfaces when you need it. Companies never had that. They had recordings nobody replays and knowledge that might walk out the door.

8×8 Pulse gives organizations a more human kind of memory: shared, in context, and traceable to the source. We can do this because we were there when the conversation happened, the calls, the meetings, the contact centre interactions.

We capture it at the source, governed from the first word. Every new conversation connects to the ones before it, the way memories link in your head. You can’t bolt that on. You have to be there.”

8×8 Pulse can be used as a standalone application or integrated into existing workflows through platforms including Salesforce, Google Chrome and 8×8 Work. It can also deliver updates through email notifications when specific signals or trends are detected.

The launch comes as many organisations look for ways to make better use of customer feedback and interaction data. Research from Metrigy found that 32.1% of CX leaders at organisations with declining customer service performance admit they are doing little or nothing with customer feedback, despite analytics remaining a key investment area.

Commenting on the announcement, Beth Schultz, VP of Research and Principal Analyst at Metrigy, said:

“CX leaders have more data than ever and less ability to act on it than they need.

Complex layered architecture is a problem. With every additional intelligence layer comes integration lag, and by the time the signal surfaces, the conversation is often over.

Placing the intelligence where the conversation is, as 8×8 does with Pulse, means fewer handoffs between interaction and insight. That makes for a meaningful architectural difference.”

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.

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Author: Hannah Swankie
Reviewed by: Megan Jones