8x8 leverages AI for cross organisation CX

8x8 has launched a solution, 8x8 Engage, to support customer-facing employees outside the contact center and empower them with tools and data.

This follows a survey by the vendor in which two-thirds of business leaders surveyed say that up to 60% of their organisation’s customer interactions take place outside of the contact center.

“Integrating the underserved CX professionals outside of the contact center into the customer experience journey is pivotal,” said Hunter Middleton, Chief Product Officer at 8x8.

“We are bridging the gaps by eliminating the silos that have traditionally existed between unified communications, the contact center, and different technology vendors.”

The solution also embeds AI features such as speech analytics and interaction summarisation.

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