CCaaS/CPaaS/CX
CONTINUED
Another example use case of 8x8 RCS could be that of a customer messaging a company ‘Where’s my order?’. Instead of a basic SMS response with a tracking number, organisations can use RCS to send a rich interactive message with a live map to track the order and buttons to reschedule the delivery, call an agent for help, or even apply a coupon to purchase a complementary product or service. These enhanced messaging capabilities provide an engaging and secure experience for both businesses and customers. Sharing real-time updates such as delivery tracking, appointment reminders, or flight updates with dynamic links and feedback buttons is valuable to customers, and tremendously enhances CX, and brand loyalty. “Customers today expect hyper- personalisation because they’re constantly interacting with brands that remember their preferences, anticipate their needs, and provide seamless experiences,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “However an organisation interacts with their customers, with RCS support for the 8x8 Platform for CX they are empowered to provide the next level of trusted, personalised and rich experiences that their customers expect, driving customer satisfaction and business growth.” 8x8 JourneyIQ 8x8 JourneyIQ is an AI-powered solution designed to enhance CX by providing real-time, integrated customer journey
intelligence across an organisation. It’s designed to track, predict, and optimise every step of the customer journey across all channels, departments, and touchpoints, addressing the challenge of fragmented data and siloed interactions. Sheila McGee-Smith, principal analyst at McGee-Smith Analytics, notes, “Businesses often complain about having too much data but no way to synthesise the information into actionable intelligence. Customers find themselves interacting with multiple departments across an organisation but typically these individual moments are not combined to provide a complete picture of the journey in order to identify opportunities for. 8x8 JourneyIQ allows organisations to cut through all the complexity and unify every customer touchpoint, both inside and outside of the contact center, to provide a single, real-time view. It’s no longer enough to react after a poor customer experience, organisations need the intelligence and ability to proactively identify and prevent issues to transform the customer journey.” In essence, 8x8 JourneyIQ provides real-time insights that let teams act before problems escalate. It responds to a common business pain point: having vast amounts of customer data but lacking the tools to turn it into actionable insights. Sadly, our 8x8 Journey ends here… UC Advanced loves to talk about UCC innovation. Look out for future issues of UC Advanced , where we’ll continue the 8x8 innovation conversation.
Hunter Middleton Chief Product Officer
8x8.com
Customers today expect hyper-
personalisation because they’re constantly interacting with brands that remember their preferences...
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