[July 17, 2018] |
|
8x8 Announces General Availability of X Series
8x8, Inc. (NYSE:EGHT), a leading
provider of cloud phone, meeting, collaboration and contact center
solutions, today announced general availability of 8x8
X Series, the next generation
system of intelligent enterprise engagement for all customer and
employee interactions. Now available in the U.S. and U.K., X Series
helps companies radically transform enterprise communications with one
cloud solution for voice, video conferencing, contact center, team
messaging and collaboration across mobile and desktop devices.
This press release features multimedia. View the full release here:
https://www.businesswire.com/news/home/20180717005267/en/
8x8 (News - Alert) X Series delivers more intelligent customer engagement (Graphic: 8x8)
"Business leaders recognize the criticality of staying at the forefront
of customer service trends. They need to empower their entire
organization to participate in customer care, which requires integrating
contact center communications and collaboration capabilities with those
of the broader enterprise," said Rob Arnold, Principal Analyst of
Information & Communication Technologies at Frost & Sullivan (News - Alert).
"Organizations with integrated contact center and unified communications
environments, like the 8x8 X Series, will reduce operational costs. They
will gain differentiated business efficiencies and agility, ultimately
leading to enhanced customer satisfaction and loyalty."
X Series has gained early adoption and success particularly across
mid-market and enterprise organizations in a wide variety of industries
including retail, healthcare, manufacturing, technology, and the public
sector.
"As the largest restaurant franchise operator in the U.S. with more than
460 Applebee's restaurants across 23 states, we needed to modernize our
legacy communications infrastructure to address the rapidly evolving way
in which today's employees and consumers interact," said Jeffery Kent,
Senior Vice President of Information Technology at Flynn Restaurant
Group. "8x8 is the ideal partner to help us move our communications to
the cloud, both at speed and at scale. With X Series, we will finally
have strong analytics and reporting capabilities across all locations to
quickly identify trends and improve our employee and customer
engagement."
8x8continues to expand its global footprint and recently completed a
large-scale U.K. public sector deployment with the Brent, Lewisham
Councils in London, and the Local Government Association. The X Series
deployment replaced disparate on-premise solutions for 10,000 employees
across 63 sites. "We always strive to deliver high quality services to
residents to make our boroughs the best places in London to live, work
and learn, and we could only do that with a robust communications
infrastructure. 8x8's X Series meets our business needs and will help us
not only improve customer experience for residents but also make it
easier for staff to work remotely," said Prodromos Sarigianis, Head of
Digital Services at Brent, Lewisham & Southwark Councils Shared Service.
The new 8x8 X Series enables organizations to differentiate their
customer experience by offering context-rich engagements, a single cloud
platform for enterprise-wide collaboration, and advanced
employee-customer interaction analytics capabilities. X Series uniquely
transforms enterprise communications in the following ways:
-
Enterprise-wide Team Collaboration to Speed Decision-making and
Issue Resolution: Companies now for the first time have an
interoperable messaging system with X Series that helps global teams
connect seamlessly across more than 26 team messaging solutions,
including mainstream collaboration apps like Slack, Atlassian Stride,
Google Hangouts, Cisco (News - Alert) Webex Teams, and more. For example, Slack users
can now chat with Hangouts or Stride users with the X Series team
messaging solution. Teams can also easily turn a chat into a phone
call, a video conference or an enterprise-wide collaboration tool to
speed critical decision-making and issue resolution with the new X
Series.
-
Data Intelligence to Optimize Scarce Moments of Customer
Engagement: Customers value having issues resolved quickly, and
many of them will not hesitate to take their business elsewhere if
companies do not deliver. In fact, 82 percent of customers stopped
doing business with a company after a bad experience (Source (News - Alert): Mary
Meeker's Internet Trends Report, 2017). X Series offers a 360 degree
view of customer interactions, providing the most meaningful and
relevant interaction history, such as recent voice, email, chat
conversations and CRM activity records, prior to a service agent
engaging with a customer. This is a paradigm shift-from customers
having to repeat themselves multiple times with a service agent, to
being greeted by, "I know exactly how to help you." With the new X
Series, service agents are now armed with a single, unified view of
the customer's journey to deliver an exceptional experience.
-
Predictive Analytics to Proactively Identify Opportunities and
Issues that Influence Customer Satisfaction: X Series enables
companies to manage all of their customer data on a single integrated
cloud platform which can then be powered by AI and machine learning to
provide even more valuable business insights. With the new X Series,
company leaders will now make better business decisions by
proactively identifying patterns in how customers are engaging. For
example, a retail company can spot peaks in store activity during
certain hours of the day and increase their staffing accordingly to
boost sales, or adjust their store hours to accommodate the shopping
trends. The new X Series also offers detailed reporting and analytics
on call quality, which tends to be a big priority for mid-market and
enterprise companies.
"8x8 has been at the forefront of cloud communications, continuously
innovating how companies engage with their employees and customers to
deliver exceptional customer experiences," said Dejan Deklich, Chief
Product Officer, 8x8. "With X Series, we are redefining the $40 billion
enterprise communications market by giving companies the ability to
integrate all of their employee communications and contact center
solutions on a single cloud platform. We are helping companies make the
radical shift from using multiple dispersed solutions, to a single
system of engagement optimized to deliver the best employee and customer
experience."
8x8 X Series is now available in the U.S. and U.K. with multiple plans
tailored to meet different business needs, from basic cloud telephony to
a completely integrated voice, video conferencing, contact center, team
messaging and collaboration platform. Each X Series plan offers
increasingly powerful engagement capabilities and builds on the previous
with competitive pricing. For more information visit: http://xseries.8x8.com.
About 8x8, Inc.
8x8, Inc. (NYSE:EGHT) is a leading provider of cloud phone, meeting,
collaboration and contact center solutions with over a million business
users worldwide. 8x8 helps enterprises engage at the speed of employee
and customer expectations by putting the collective intelligence of the
organization in the hands of every employee. For additional information,
visit www.8x8.com, or follow 8x8 on LinkedIn,
Twitter, and Facebook.
8x8® and 8x8 X SeriesTM are trademarks of 8x8, Inc.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180717005267/en/
[ Back To Mobile World Congress's Homepage ]
|