8x8 has launched Engage, an AI-powered solution designed to support and enhance cross-organization customer engagement.
Primarily, it does so by empowering store associates, field service personnel, sales teams, and more customer-facing employees with CCaaS capabilities.
These employees are engaging with customers more and more. Indeed, an 8x8 study claims:
Almost two-thirds of business leaders surveyed say that up to 60 percent of their organization’s customer interactions take place outside of the contact center.
Recognizing this, 8x8 hopes to provide a more universal, synchronized CX – as well as elevating employee experience and loyalty.
How Does 8x8 Engage Work?
Leveraging AI to perform deep data analysis, 8x8 Engage identifies areas in which customer-facing employees - outside the contact center - need more support.
From there, it highlights tools within the 8x8 XCaaS ecosystem that will help fill the void and improve the customer and employee experience.
Included among the 8x8 Engage features are:
- Integration and data synchronization: Compatible with native and third-party enterprise apps, Engage can automate an agent’s workflow and provide users with relevant, easily accessible data.
- Speech analytics and interaction summarization: Powered by AI, these features can help reduce workload, freeing agents up to provide a superior customer experience.
- Single-platform capabilities: By utilizing its existing CCaaS and UCaaS toolkits, 8x8 will provide customer-facing agents with a unified interface – allowing for a seamless CX.
Commenting on the potential of the new tool, Hunter Middleton, Chief Product Officer at 8x8, stated:
"Delivering increased customer satisfaction and great experiences is not limited to the contact center but is everyone’s responsibility in an organization. Seamlessly integrating the underserved CX professionals outside of the contact center into the customer experience journey is pivotal, and that requires empowering them with the correct set of tools and data.
With 8x8 Engage, we are bridging the customer experience gaps within an organization by eliminating the silos that have traditionally existed between unified communications, the contact center, and different technology vendors.
Those CX gaps come despite 98 percent of business leaders viewing CX as an organization-wide initiative. In addition, 92 percent acknowledge the need for cross-departmental CX initiatives.
Yet, only six percent believed that CX consistency was currently being achieved company-wide.