US-based cloud service provider 8x8 has partnered with Zendesk, the operator of a cloud-based customer service platform, in a move that sees both companies' applications integrated to boost the responsiveness, efficiency and management of contact centres.
Zendesk is used by more than 40,000 customers to develop a bundled cloud contact centre solution. The integration provides an out-of-the-box solution contact centre and customer service applications.
8x8 Virtual Contact Centre (VCC) and Zendesk function as a single SaaS instance with reporting and runtime data integrations, enabling contact centres to increase first call resolution rates, shorten call handle times, and extract the right metrics needed to maximise the efficiencies of the contact centre.
Zendesk provides the software for agents to track customer issues, tie inquiries to a single customer record and drive agents to a solution. 8x8 manages customer interactions across voice, chat and other channels to ensure customers are connected with the agent who is best prepared to help them.
"Technology should never get in the way of delivering a great experience to customers," said Conan Reidy, Vice President of Business Development at Zendesk. "The integration means that customer support teams can focus on their relationship with customers by leveraging technology to make agents more knowledgeable and more efficient."
Aphrodite Brinsmead, Senior Analyst at Ovum, welcomed the move. "Customers are increasingly drawn to web customer service making it vital for enterprises to link their web support tools with voice, case management and agent desktop solutions," said Brinsmead. "The 8x8 and Zendesk integration makes it possible for enterprises to combine these capabilities in the cloud. It will allow agents to gain better visibility into customer needs, while managers can more easily track behavior across channels and staff their contact centers accordingly."
Late last month 8x8 followed up its acquisition of Voicenet Solutions late last year with the launch of 8x8 Solutions (formerly Voicenet Solutions), extending its reach into the UK and Europe.