CX-hdr-2018

8x8 Positioned as a Leader for the Eighth Consecutive Year

San Jose, 5 August 2019  – 8x8, Inc. (NYSE: EGHT), a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform, today announced it has been named by Gartner, Inc. as a Leader in the 2019 Magic Quadrant for Unified Communications as a Service, Worldwide1.  This is the eighth year in a row 8x8 has been recognised as a Leader in this report.

Topics: contact centre press release

New Channel Partner Joins Growing 8x8 Partner Base Across Australia and New Zealand

Sydney, July 29, 2019 – 8x8, Inc. (NYSE: EGHT), a leading cloud provider of voice, video, chat and contact centre technology for over one million users worldwide, today announced the appointment of Scope Logic as a new strategic partner in Western Australia and South Australia.

Topics: contact centre press release cloud solutions

No S*** Sherlock - The Evolution of the Phone Channel

"Mr. Watson--come here--I want to see you.”  

No, the above quote isn’t from an episode of Sherlock – they were the first words ever spoken on the telephone, said by Alexander Graham Bell to his assistant Thomas Watson in 1876.  

Now, some 140 plus years later, the phone has endured. And while the features and abilities of the phone - particularly the smartphone - have grown, the basics of the phone call are pretty much the same. You pick up, you dial, you talk. 

Topics: Customer experience contact centre CX Articles & Insights

Avaya’s Chief Technology Strategist Chris McGugan Talks 3 Key Priorities, Teases Next-Gen Platform

Last month, Fifth Quadrant attended the Experience Avaya Asia Pacific event to learn more about how Avaya is improving CX and accelerating value co-creation for its stakeholders.

The event brought together executives, industry experts, thought leaders, customers and partners from throughout APAC and around the globe so that they could collaborate on how to create connected experiences that deliver business value.

Topics: Customer experience contact centre CX Articles & Insights cloud solutions

Key Insights from Fifth Quadrant’s Contact Centre Cloud Migration Webinar with Cyara

The migration to cloud based contact centres is on the rise Australasia, as organisations look to tap the cost-savings, optimisation tools, scalability, and customer experience (CX) benefits the cloud offers.

Steve Nuttall, Head of CX Research at Fifth Quadrant and David Inglis, CX Assurance Specialist - Principal Solutions Architect, APAC and ANZ at Cyara, co-hosted a webinar earlier this month to discuss the drivers and challenges of cloud adoption, and the 5 key ways to assure a successful contact centre cloud migration.

Topics: contact centre digital transformation CX Articles & Insights cloud webinar

5 Tips For Call Centres To Ensure Millennials Have A Good Call-In Experience

It goes without saying that when you have a good experience with a brand, be it in a store, online or via a call centre, that you have a positive feeling towards the brand or company as a whole.

Topics: Customer experience contact centre press release call centres CX Articles & Insights

8x8 Positioned as a Challenger in 2018 Gartner Magic Quadrant for Contact Centre as a Service, North America

San Jose, Calif – 26 October 2018 – 8x8, Inc. (NYSE:EGHT), a leading cloud technology provider of voice, video, collaboration and contact centre solutions for over one million users worldwide, today announced it has been positioned by Gartner, Inc. as a Challenger in the 2018 “Magic Quadrant for Contact Centre as a Service, North America”¹ for the fourth year in a row. 8x8 was also recently recognised in the 2018 “Magic Quadrant for Unified Communications as a Service, Worldwide2 which the company believes affirms its ability to execute and its completeness of vision in each market.

Topics: contact centre press release

How gamifying the call centre could lower employee churn and improve service delivery

Contact centre agents frequently view their work as repetitive and unsatisfying but turning toiling on the telephone into a game may modify this perception and give service levels a boost.

The call centre sector represents big business in Australia – it employs more than 250,000 people, across a gamut of industries, according to latest data from CX Central.

Topics: contact centre call centres CX Articles & Insights

VoiceFoundry Expands Global Deployment of Amazon Connect Services

Sydney, Australia – 15 May 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, today announced that it is now expanding services to Australian and New Zealand businesses.

Topics: contact centre press release Amazon

Are Australian contact centres keeping pace with innovation?

Although Australians have a reputation for being early adopters of technology, recent research by Fifth Quadrant indicates that Australian contact centres may be struggling to keep pace with innovations taking place globally.

Topics: contact centre omni-channel call centres Chatbot Artificial Intelligence CX Articles & Insights

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