SAN JOSE, Calif. — March 12, 2019 —8x8, Inc. (NYSE:EGHT), a leading communications provider of cloud voice, video, chat and contact centre 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 centres.
“Contact Center AI empowers enterprises to use AI to augment and improve their contact centres,” said Rajen Sheth, Director of Product Management at Google. “Google Cloud’s goal is to make the contact centre 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 to enhance contact centre capabilities as technology and customer expectations evolve.”
8x8 Contact Center enables organisations 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 centres. Key features of 8x8 Contact Center integration with CCAI include:
- 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 centre, 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 centre 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 centre 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 centre 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: firstname.lastname@example.org. For more information and to see a demo in action, visit 8x8 in booth 506 at Enterprise Connect taking place March 18-21, 2019, at the Gaylord Palms Resort and Convention Centre 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 centre 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.