8x8 is poised to roll out the X Series platform which incorporates one set of data, one workflow engine and one analytics engine as part of an integrated solution for voice, meeting, team collaboration and contact centre.
"X Series brings the history, current context and internal experts together during the initial customer interaction, bringing faster time to resolution, a lower cost and a better overall experience for customers and employees," said CEO Vik Verma.
He pointed out that X Series has CRM built-in and integrates with third party tools such as Google G-Suite, Salesforce, Zendesk and NetSuite.
"Customer obsessed companies are looking for a communications infrastructure that helps to transform their employee and customer experience," added Verma.
"X Series gives contact centre agents and employees the whole context before they start a conversation. It provides the enterprise with a view of the customer journey from the moment they reach the contact centre through to issue resolution.
"X Series provides analytics based on a single data-set for all employee and customer interactions, providing intelligent interactions between their employees and customers.
"Companies can also increase performance by empowering their employees to move from chat to voice to video to web conferencing with one click."
The X Series will be available in the US, UK and France this summer.