In a significant move, 8x8 has concurrently announced a series of new or expanded products for its customer engagement solutions.
“We are a company that prides itself on putting our customers, and their customers, first and foremost, which becomes incredibly apparent when considering the technology and areas where we are innovating,”
Hunter Middleton, Chief Product Officer at 8x8, said.
This launch features four major solutions, targeting key pain points in the CX journey, from channel fragmentation and communication silos to limited visibility into customer interactions and inefficient AI implementation.
The four major solutions announced are 8x8 Engage, 8x8 JourneyIQ, RCS Business Messaging support for 8x8 Contact Center, and 8x8 AI Orchestrator.
Each addresses specific aspects of the customer experience challenge, from expanding digital channel support to enhancing journey visibility, enabling rich messaging experiences, and optimizing AI implementation.
8x8 Engage: Expanding Omnichannel Capabilities
8x8 Engage represents an expansion of 8x8's digital channel capabilities, now enabling employees outside the traditional contact center to engage with customers across multiple communication channels.
With 8x8 Engage, organizations can now provide seamless support across voice, video, SMS, Viber, WhatsApp, email, and RCS Business Messaging—giving customers control over how they connect.
This channel flexibility allows for transitions between different communication methods, such as elevating a voice call to a one-way video stream for troubleshooting, without disrupting the continuity of the interaction.
The solution provides a unified customer view, equipping all customer-facing employees with complete, real-time visibility into each customer's history, preferences, and sentiment.
This comprehensive perspective enables more proactive and personalized experiences, regardless of whether staff are in the office or on the move.
8x8 JourneyIQ: Tracking the Customer Journey
8x8 JourneyIQ introduces a new capability for businesses to track, predict, and optimize each step of the customer journey across all channels, departments, and touchpoints.
This solution addresses the persistent challenge in customer experience management of maintaining a complete view of customer interactions as they move between different parts of an organization.
Powered by the 8x8 Customer Interaction Data Initiative, JourneyIQ delivers real-time, AI-powered intelligence that eliminates blind spots and identifies points of friction in the customer journey.
By unifying customer interaction data across UCaaS, CCaaS, and CPaaS APIs, it provides a 360-degree view of customers and their journey.
The solution maps touchpoints like agent handoffs, back-office involvement, and resolution paths to give visibility across the organization.
JourneyIQ leverages advanced AI for real-time decision-making, identifying customer friction points and enabling proactive measures before CX metrics are negatively impacted.
It supports intelligent orchestration by identifying end-to-end opportunities and delivering insights that help eliminate unnecessary escalations and handoffs.
