8x8 Pushes Customer Communication Experiences to New Heights

Since its release, 8x8’s X Series has provided true efficiencies for call centers and businesses of all sizes. With the ability to collaborate across any platform and quickly gain access to important information they need, businesses are realizing less churn and more revenue.

Now the company is announcing new capabilities have been added to the X Series cloud-based platform to further drive improved communications between employees and customers.

These new offerings include:

• Enhanced Integration Framework
• Advanced Speech Analytics
• Improved Real-time Dashboards

The new offerings are focused on further improving response times and improve customer satisfaction levels. With the enhanced integrated framework, embedding communications into applications is easy. New integrations include Microsoft Dynamics 365, Bullhorn and Slack.

In addition, the latest speech analytics technologies offer instant access to recordings and insights from interactions including using predefined words and categories for immediate time-to-value in the contact center. This is further enhanced by the ability for contact center managers to generate dashboards, share them and even provide insight into metrics all in real time.

“Today’s announcement reflects our commitment to continue to deliver a superior communications solution,” said Dejan Deklich, Executive Vice President and Chief Product Officer at 8x8.

“We launched 8x8 X Series in 2018 and it remains the industry’s only cloud communications platform to offer voice, video, chat and contact center through one application. Multi-vendor solutions can’t match the ease of our one platform, and our customers confirm that X Series helps improve employee productivity across the organization while enabling IT to be more efficient via a single admin portal.”

Frost & Sullivan recently awarded 8x8 with the 2018 North American Integrated CCaS and UcaaS Competitive Strategy and Leadership Award, honoring the company for its continually enhanced portfolio and streamlined go-to-market strategy.

"8x8's portfolio structure has evolved from a primary focus on cloud-based communications solutions to address shifting customer demand for a full suite of contact center capabilities available to users across their organization," said Robert Arnold, principal analyst at Frost & Sullivan.