Business VoIP Featured Article

8x8 Integrates with Google Cloud Contact Center AI & More

March 14, 2019

By Maurice Nagle, Web Editor

Artificial Intelligence is a technology poised to fundamentally transform the contact center and customer service as a whole. The bots are coming, and this tidal wave barrage of virtual assistants is simply getting started.

8x8 announced the integration of 8x8 Contact Center with Google Contact Center AI. With the integration comes a wealth of capability and opens the door to development opportunity.

“Contact Center AI empowers enterprises to use AI to augment and improve their contact centers,” said Rajen Sheth, Director of Product Management at Google. “Google Cloud’s goal is to make the contact center experience easy and efficient. By partnering with 8x8, we are able to deliver on that goal, as well as allow enterprises to maintain happy customers with faster call resolution. We look forward to our continued partnership with 8x8 to enhance contact center capabilities as technology and customer expectations evolve.”

Combining 8x8 AI and Google CCAI brings 8x8 Virtual Agent to life. Automation can address basics questions and queries. In addition, when the call requires, the virtual agent will “deflect” the call to a live agent to better assist. The Agent Assist feature delivers the agent with resources required to best serve customers.

From the call center perspective, efficiency is the primary result. For customers, it means increased first call resolution and a reduction in wait times.

“Improving efficiency and reducing call times are some of the most common contact center pain points. Google AI together with 8x8 Contact Center enables our customers to leverage the latest AI technologies to enhance the overall experience of their end customers,” said Dejan Deklich, Chief Product Officer at 8x8. “As a leader in contact center and unified communications as a service, we are partnering with Google to put resources behind such an advanced solution. Other vendors in our space are focused on chat, not on a unified approach. Google has the expertise and underlying technology and 8x8 brings telephony and contact center expertise for a perfectly integrated solution.”

What’s in your contact center?

Edited by Maurice Nagle


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