NEWS
8x8 Introduces Voice AI to Enhance Customer Service
Cloud communication leader 8x8 has expanded its Intelligent Customer Assistant platform with advanced voice conversational AI capabilities, enabling seamless customer interactions across digital and voice channels. Recognising the value of conversational AI in enhancing self-service, 8x8’s move to include voice capabilities aligns with the industry trend. With Intelligent Customer Assistant, contact centres can transition between automated voice and live agent support seamlessly, and empower live agents with comprehensive voicebot interaction context for personalised assistance. The platform comes with graphical scripting, enabling quick bot creation across various channels, built-in analytics offering valuable customer journey insights, and turnkey CRM integrations allowing tailored customer experiences within voicebot interactions. 8x8 Intelligent Customer Assistant seamlessly integrates into the 8x8 XCaaS (eXperience Communications as a Service) platform, which offers cloud contact centre, business phone, video meetings, team chat, and SMS capabilities, ensuring reliable and
secure unified communications and contact centre solutions. “There is an incredible amount of opportunity around AI-enabled technologies and the ways in which those technologies allow organisations to engage with and support customers. Since the launch of 8x8 Intelligent Customer Assistant, the feedback we’ve received has been astounding,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Our customers have been thrilled by the ability to easily reduce resolution times for simple inquiries as well as being able to handle a significant portion of customer interactions without requiring an agent. “Additionally, the delivery of fast and easy deployments is noteworthy in how quickly our customers are able to see the value. As voice remains an increasingly relevant and preferred channel of communications, we are continuing the momentum we’ve already seen with the introduction of a conversational AI voice self-service option, and look forward to allowing 8x8 customers to design more channels, deploy additional use cases, and exceed their organisation’s customer experience targets.”
Hunter Middleton Chief Product Officer
8x8.com
Zoom grows enterprise revenue over 10%
Zoom Enterprise revenue showed significant growth over the second quarter of 2023, reaching $659.5 million, a noteworthy 10.2% YoY increase. In its Q2 FY2024 report, Zoom announced total revenue of $1,138.7 million, up 3.6% YoY. According to the communications provider, profitability was strong, with Zoom achieving a GAAP operating margin of 15.6% and a non- GAAP operating margin of 40.5%. Customer base expanded, with a 17.8% YoY increase in the number of customers contributing over $100,000 in trailing 12-month revenue following the introduction of Zoom IQ Meeting Summary, Team Chat Compose, and Intelligent Director. It also made strides in enhancing customer experiences with Zoom Virtual Agent and Zoom Contact Center, which garnered over 500 customers in Q2.
Looking ahead, Zoom projects Q3 FY2024 total revenue to fall between $1.115 billion and $1.120 billion, with a non-GAAP income from operations estimated in the range of $400.0 million to $405.0 million. For the full fiscal year 2024, the company anticipates total revenue to range between $4.485 billion and $4.495 billion, with non-GAAP income from operations expected to be between $1.685 billion and $1.695 billion. Zoom’s customer base continued to grow, with approximately 218,100 Enterprise customers, marking a 6.9% increase from the previous fiscal year. The trailing 12-month net dollar expansion rate for Enterprise customers was an impressive 109%. Moreover, the number of customers contributing over $100,000 in trailing 12-month revenue also rose by around 17.8% compared to the same period last fiscal year.
zoom.com
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