8x8 Launches X Series Integrated Platform

8x8, a provider of cloud phone, meeting, collaboration, and contact center solutions, today released 8x8 X Series, its latest system of intelligent enterprise engagement for all customer and employee interactions.

Now available in the United States and the United Kingdom, X Series offers one cloud solution for voice, video conferencing, contact center, team messaging, and collaboration across mobile and desktop devices.

"Business leaders recognize the criticality of staying at the forefront of customer service trends. They need to empower their entire organizations to participate in customer care, which requires integrating contact center communications and collaboration capabilities with those of the broader enterprise," said Rob Arnold, principal analyst of information and communication technologies at Frost & Sullivan, in a statement. "Organizations with integrated contact center and unified communications environments, like the 8x8 X Series, will reduce operational costs. They will gain differentiated business efficiencies and agility, ultimately leading to enhanced customer satisfaction and loyalty."

The 8x8 X Series offers context-rich engagements, a single cloud platform for enterprise-wide collaboration, and advanced employee-customer interaction analytics capabilities. X Series enables the following:

  • Enterprise-wide team collaboration, with an interoperable messaging system that connects across more than 26 team messaging solutions, including collaboration apps like Slack, Atlassian Stride, Google Hangouts, and Cisco Webex Teams. Teams can also turn chats into phone calls, video conferences, or enterprise-wide collaborations.
  • Data intelligence, with a 360-degree view of customer interactions, providing interaction history, such as recent voice, email, chat conversations, and CRM activity records, prior to service agents engaging with customers.
  • Predictive analytics to help companies manage all of their customer data on a single integrated cloud platform that can be powered by artificial intelligence and machine learning to proactively identify customer behavior patterns. The X Series also offers detailed reporting and analytics on call quality.

"8x8 has been at the forefront of cloud communications, continuously innovating how companies engage with their employees and customers to deliver exceptional customer experiences," said Dejan Deklich, chief product officer at 8x8, in a statement. "With X Series, we are redefining the $40 billion enterprise communications market by giving companies the ability to integrate all of their employee communications and contact center solutions on a single cloud platform. We are helping companies make the radical shift from using multiple dispersed solutions to a single system of engagement optimized to deliver the best employee and customer experience."

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The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.

Posted February 05, 2019