8x8, Zendesk Launch Virtual Cloud Telephony Platform for Customer Experience Management



8x8, a provider of cloud-based unified communications, contact center and collaboration solutions, has unveiled out-of-the-box integration with Zendesk’s customer service platform that enhances the customer experience management capabilities of the 8x8 Virtual Office cloud telephony and unified communications platform.

With the Virtual Office integration with Zendesk, incoming calls to a business through the 8x8 Virtual Office phone service instantly triggers a customer’s profile and ticket to appear on the user’s computer screen before the call is answered, allowing the employee to answer the call with relevant historical and account data.

The combined solution offers:

  • Instant display of a customer profile based upon the Caller ID.
  • Click to dial from Zendesk and the 8x8 Virtual Office directory.
  • Fortune 500 telephony features and functionality.

“We are excited to be the first cloud UC provider to offer secure and reliable business telephony as well as contact center integration with Zendesk, enabling all companies to conduct better customer experience management,” said 8x8 CEO Vik Verma, in a statement. “Businesses today who are not optimizing the experience that occurs with each and every customer interaction will certainly enable their competition to be considered for that customer’s next call.”