|[March 12, 2019]
8x8 Adds Advanced Contact Center Capabilities with Google Cloud Contact Center AI Integration
8x8, Inc. (NYSE:EGHT), a leading
communications provider of cloud voice, video, chat and contact center
solutions for over a million users worldwide, today announced its
integration of 8x8
Contact Center with Google
Cloud's new Contact Center AI, a solution that combines multiple AI
products to improve the customer service experience, as well as the
productivity of contact centers.
"Contact Center AI empowers enterprises to use AI to augment and improve
their contact centers," said Rajen Sheth, Director of Product Management
at Google (News - Alert). "Google Cloud's goal is to make the contact center experience
easy and efficient. By partnering with 8x8, we are able to deliver on
that goal, as well as allow enterprises to maintain happy customers with
faster call resolution. We look forward to our continued partnership
with 8x8 (News - Alert) to enhance contact center capabilities as technology and
customer expectations evolve."
8x8 Contact Center enables organizations to differentiate their customer
experience in real-time with advanced analytics, reporting and
predictive dialer. Contact Center AI (CCAI) is a simple, secure, and
flexible solution that allows enterprises with limited machine learning
expertise to deploy AI in their contact centers. Key features of 8x8
Contact Center integration with CCAI inclde:
8x8 Virtual Agent - using a combination of 8x8 AI technology
and Google CCAI, incoming voice calls on simple and routine questions
(such as "what time will the repair technician arrive?" or "is part
#7542 in stock?") can be answered with a virtual, automated agent
without the need for a live agent. This call deflection technology
increases the efficiency of the call center, often enabling 24/7
support, while reducing costs. For end customers, the 8x8 Virtual
Agent improves the customer experience, increasing first call
resolution and reducing call wait times.
The virtual agent can also hand calls to a live agent, and with the Agent
Assist feature, automatically supply the agent with articles and
knowledge documents based on the conversation. This reduces call
length and enhances the customer experience, ensuring customers don't
have to repeat their requests.
"Improving efficiency and reducing call times are some of the most
common contact center pain points. Google AI together with 8x8 Contact
Center enables our customers to leverage the latest AI technologies to
enhance the overall experience of their end customers," said Dejan
Deklich, Chief Product Officer at 8x8. "As a leader in contact center
and unified communications as a service, we are partnering with Google
to put resources behind such an advanced solution. Other vendors in our
space are focused on chat, not on a unified approach. Google has the
expertise and underlying technology and 8x8 brings telephony and contact
center expertise for a perfectly integrated solution."
8x8 Contact Center with Google Contact Center AI integration
capabilities are in testing now. Customers interested in participating
should contact email@example.com. For
more information and to see a demo in action, visit 8x8 in booth 506 at
Enterprise Connect (News - Alert) taking place March 18-21, 2019, at the Gaylord Palms
Resort and Convention Center in Orlando.
About 8x8, Inc.
8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform
their customer and employee experience. With one system of engagement
for cloud voice, video, chat and contact center and one system of
intelligence on one cloud communications platform, businesses can now
communicate faster and smarter to exceed the speed of customer
expectations. For additional information, visit www.8x8.com,
or follow 8x8 on LinkedIn, Twitter (News - Alert), and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190312005273/en/
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