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8x8 Enhances Cloud Contact Centre Solution with Social Customer Service Capabilities from Conversocial
[October 15, 2014]

8x8 Enhances Cloud Contact Centre Solution with Social Customer Service Capabilities from Conversocial


(M2 PressWIRE Via Acquire Media NewsEdge) Aylesbury, Bucks &San Jose, CA - - 8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based contact centre, unified communications and collaboration services, today announced a partnership with Conversocial, the leading provider of social customer service solutions, that expands the omnichannel capabilities of 8x8's Virtual Contact Centre solution by enabling companies to deliver customer service over social media at a large scale.



Recent Forrester research shows that over two-thirds (67%) of companies believe that social customer service is the most pressing short-term priority for the contact centre. More brands are recognising that social media is a primary customer service channel and are transferring responsibility for managing this channel to the contact centre to ensure the appropriate technologies are in place to deliver excellent customer service.

"Our customers are increasingly moving to omnichannel interactions within their contact centres, so we are pleased to add Conversocial's best-in-class social customer engagement practices to our cloud contact centre solution," said 8x8 Sr. Vice President of Product & Strategy Darren Hakeman. "Businesses can now embrace social media, together with phone, email and chat, as a scalable, secure and efficient part of their omnichannel contact centre strategy." "Both customers and companies now see social media as a mainstream customer service channel," said Conversocial CEO and Founder Joshua March. "To meet customer expectations, organisations must ensure that they have a well-planned, resourced and executed social care strategy that's fully integrated into the contact centre. We're excited to partner with 8x8 to allow organisations to meet customers on social media channels and provide personalised service that builds customer loyalty while increasing operational efficiency." 8x8 Virtual Contact Centre is a pure cloud offering that makes it easy for organisations to support customers from any location, across any channel with a personalised, efficient service that builds customer loyalty. 8x8 Virtual Contact Centre includes pre-built modules for a variety of different interactions and integrations, making it fast and easy to deliver high quality customer service.


Businesses can take advantage of 8x8's Virtual Contact Centre offering and Conversocial's social customer service solution to optimise the prioritisation, workflow and analytics required to deliver social media engagement from the contact centre. Agents can move conversations from the public forum of a social interaction to a more private chat, email or phone interaction as appropriate.

8x8 and Conversocial enables businesses to: -Meet customers on their channel of choice - Support customer interactions on all channels including social media and escalate to other channels when necessary.

-Deliver a better customer experience - With prioritisation, automation and collaboration tools, businesses can respond faster and more effectively to service issues, also taking advantage of customer insights from social media.

-Increase operational efficiency - Call Centre agents can better optimise their time with purpose-built workflow, analytics and management tools.

About 8x8, Inc.

8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and reliable cloud-based unified communications and virtual contact centre solutions to more than 40,000 small, midsize and distributed enterprise organisations operating in over 40 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premise PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact centre solutions, and web conferencing. For additional information, visit www.8x8.com, or www.8x8.com/UK or connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.

About Conversocial Based in New York and London, Conversocial is a cloud solution that helps businesses to efficiently and securely manage customer service on social media at a large scale. The SaaS solution is used in the contact centes of hundreds of major brands including Google, Barclaycard, Hertz, and Tesco.

MEDIA CONTACTS: Sarah Chidgey For 8x8 Solutions +44 (0) 7795 28802 [email protected] Mike Schneider Conversocial, Inc.

+1 (646) 375 2492 [email protected] .

(c) 2014 M2 COMMUNICATIONS

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