Latest 8x8 Research Reveals IT and Contact Center Leaders Embrace Conversational AI or Fear Falling Behind
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced findings from its 2023 State of Conversational AI in the Contact Center report. Key findings reveal that contact center and IT leaders believe conversational artificial intelligence (AI) is the future of the contact center with 80% saying these capabilities will be a must have in the near future, and 41% agreeing that if companies don't adopt these capabilities they will fall behind. Further findings highlight how they are thinking about applying conversational AI through automation.
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Key findings from over 300 IT and contact center business leaders surveyed include:
"At 8x8, we understand how the contact center industry can shift and change-especially as new technologies are introduced, tested, and standardized-and we are proud to always be at the forefront of that changing technology landscape," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "As we can see from the findings of the 'State of Conversational AI in the Contact Center' report, it's important to understand the needs and requirements of organizations, including how they actually use the different technologies available to them. We are committed to working closely with our customers to deliver AI-driven tools and resources, such as 8x8 Intelligent Customer Assistant, to help drive their digital transformation and business success initiatives."
For the report, 8x8 surveyed more than 300 business leaders in Contact Center, Customer Support, Customer Experience, Customer Care, Customer Success, IT, IT Help Desk, IT/Vendor Procurement, and Operations. The survey was administered in the United States, the United Kingdom, and Canada between May and June 2023, through Hanover Research. Survey respondents included employees from organizations with more than 250 employees and included managers and above.
8x8 delivers the 8x8 XCaaS (Experience Communications as a Service™) integrated cloud contact center and unified communications platform, which includes cloud contact center, business phone, video meetings, team chat, and SMS capabilities. 8x8 XCaaS is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business communications as a leading software as a service provider of 8x8 XCaaS™ (Experience Communications as a Service™), an integrated contact center, voice communications, video, chat, and SMS solution built on one global cloud communications platform. 8x8 uniquely eliminates the silos between unified communications as a service (UCaaS) and contact center as a service (CCaaS) to power the communications requirements of all employees globally as they work together to deliver differentiated customer experiences. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™, Experience Communications Platform™ are trademarks of 8x8, Inc.