New X Series Combines Communications, Collaboration and Contact
Center Solutions into One Platform Helping Businesses Radically Improve
Customer Experience
ORLANDO, Fla.--(BUSINESS WIRE)--
Enterprise Connect -- 8x8, Inc.
(NYSE:EGHT), a leading provider of global cloud communications and
customer engagement solutions, today announced the launch of X
Series, a new platform that combines robust call, collaboration,
conferencing and contact center solutions to help businesses win in the
new battlefield where customer experience is everything.
Although 72
percent of businesses say improving customer experience is their top
priority, very few have built their communications infrastructure to
enable the interactions that drive world-class customer experience. Many
enterprises today have siloed point solutions and separate platforms for
voice, contact center, collaboration, and conferencing. This historical
approach to communication involves costly infrastructure and results in
slow time to resolution, fragmented interaction data, and disjointed
analytics.
8x8 changes this paradigm today by introducing X Series. X Series
transforms the customer experience by providing enterprises the ability
to intelligently and quickly collaborate in the cloud across any
channel, and easily access their most critical data, analysis and
experts. With customers and employees interacting through one system of
engagement, enterprises can also now optimize valuable moments of
engagement with one set of data in one system of intelligence. ‘I don’t
know’ is eliminated from the resolution process as X Series brings the
history, current context, and internal experts all together during the
initial customer interaction. The end results are a faster time to
resolution, a lower cost and a better overall experience for customers
and employees.
“Delivering an exceptional customer experience is the difference between
thriving and failing for a business like ours,” said Ravi Kurumety, CIO,
Lenox Corporation. “8x8’s X Series is the foundation Lenox needs,
leveraging real-time customer data, an integrated set of communications
tools, and providing access to the right subject matter experts to
transform our employee and customer experiences.”
The new X Series platform provides enterprises with one set of data, one
workflow engine, and one analytics engine inside an integrated solution
for voice, meeting, team collaboration and contact center. Because of
its ownership of all of the core underlying technologies, 8x8 is
uniquely equipped to design and build each element of its solution in a
way that optimizes the functionality, security and intelligence of the
overall system. With one system of engagement built to deliver a
superior customer experience, companies can now take advantage of:
-
Context-Rich Engagements: 8x8 X Series arms contact center
agents and employees with complete context before they start a
conversation. X Series has native CRM built-in and also integrates
with third-party solutions like Google G-Suite, Salesforce, Zendesk
and NetSuite to provide rich contextual insights such as previous
engagements and preferences.
-
Collaborative Contact Center: X Series allows businesses to
harness the collective insights of the organization through real-time
collaboration with peers and instant access to subject matter experts.
Companies can significantly increase performance by empowering their
employees to move from chat to voice to video to web conferencing with
one click.
-
Advanced Customer Journey Analytics: Instead of piecing
together data from multiple systems, X Series provides the enterprise
with a view of the customer journey from the moment they reach the
contact center through to issue resolution. In addition, X Series
offers advanced analytics based on a single data-set for all employee
and customer interactions that enable the enterprise to continuously
improve the customer experience.
“Customer-obsessed companies are looking for a communications
infrastructure that helps them transform their employee and customer
experience,” said Vik Verma, chief executive officer at 8x8. “X Series
is designed to radically change how companies deliver unparalleled
customer experience by providing intelligent interactions between their
employees and customers.”
8x8’s X Series will be available in the US, UK and France this summer.
Stop by the 8x8 booth (506) at Enterprise Connect or visit https://www.8x8.com/x-series
to experience the X Series.
“8x8’s X Series enables thousands of our loan officers, who work on the
move, to quickly connect with the right subject matter experts to
finalize the best loan rates for their clients,” said Cam Lawler,
Director, Enterprise Applications at Movement Mortgage. “The platform
helps boost our employee-customer interactions in real time with
integrated voice, email and web chat, which is integral to giving
customers the quick responses they demand.”
About 8x8, Inc.
8x8, Inc. (NYSE:EGHT) is a leading provider of global cloud
communications and customer engagement solutions with over a million
business users worldwide. 8x8 helps enterprises engage at the speed of
employee and customer expectations by putting the collective
intelligence of the organization in the hands of every employee. For
additional information, visit www.8x8.com,
or follow 8x8 on LinkedIn,
Twitter, and Facebook.
8x8® is a trademark of 8x8, Inc.
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8x8, Inc.
Media:
Priya Ramesh, 1-669-235-3578
priya.ramesh@8x8.com
or
Investor
Relations:
Victoria Hyde-Dunn, 1-669-333-5200
victoria.hyde-dunn@8x8.com
Source: 8x8