Introducing 8×8 Engage to Bridge CX Journey Gaps

8×8 has announced the availability of 8×8 Engage, an AI-powered, tailored solution that enables cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success.

Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact centre, 8×8 Engage bridges an organization’s CX journey gaps and empowers this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes.

According to the 8×8 2024 Customer Experience Responsibility Beyond the contact centre report, almost two-thirds of business leaders surveyed say that up to 60% of their organization’s customer interactions take place outside of the contact centre.

8×8 Engage equips these customer engagement professionals, who perform a unique and critical role in driving lifetime customer value, with the right-fit capabilities and data required to handle these interactions and deliver exceptional service.

“Organizations are hampered from delivering an even better customer journey and experience because a significant portion of employees that regularly engage with customers are not in the contact centre, and so they lack the right technology to support their specific needs,” said Zeus Kerravala, founder and principal analyst at ZK Research.

“In today’s CX-driven world, 8×8 is further bridging the customer experience gaps that exist across an organization.

“8×8 Engage is the first solution in the market specifically tailored for these workers requiring customer-facing capabilities in order to drive more successful business outcomes and competitive advantages.”

Key features and benefits of 8×8 Engage include:

• 8×8’s single-platform capabilities uniquely combine CCaaS and UCaaS components to offer a unified interface for seamless customer interaction handling and internal collaboration.
• Advanced queue management enables frictionless, seamless interaction transfers throughout the organization with data and context consistency and persistence across every touchpoint.
• Deep integration and data synchronization with native and third-party enterprise apps, including 8×8 Technology Partner Ecosystem partners, offers workflow automation and easy access to relevant data for smarter decision-making.
• AI-powered features, such as speech analytics and interaction summarization, reduce cognitive load and ensure effective customer handling with smart action items for an enhanced customer experience.
• Centralized customer interaction journey analytics across the entire organization eliminate data silos across CX apps, uncovers actionable business insights, and provides predictive, contextual customer metrics.

“Delivering increased customer satisfaction and great experiences is not limited to the contact centre but is everyone’s responsibility in an organization.

“Seamlessly integrating the underserved CX professionals outside of the contact centre into the customer experience journey is pivotal, and that requires empowering them with the correct set of tools and data,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“With 8×8 Engage, we are bridging the customer experience gaps within an organization by eliminating the silos that have traditionally existed between unified communications, the contact centre, and different technology vendors.

“Our AI-powered, purpose-built solution, on a single technology and data platform, empowers every employee to engage with customers, improving efficiency and enhancing the customer experience.”

The 8×8 Engage beta program has begun with qualified 8×8 customers. Existing 8×8 customers who would like to register their interest for 8×8 Engage can sign up