Elevate Customer Engagement with 8x8 Engage
Engaging with Customers As the areas of communication usually separated between the customer-facing and the business-orientated roles begin to converge, an opportunity presents itself. With Engage customers are able to feed data lakes with rivers of customer interactions, allowing businesses to quench their thirst for actionable insights. “Now this interaction data is stored in a data lake, we can generate insights like health scores, sentiment scores, the customer NPS and CSAT. These insights are a lot richer for both an agent inside the contact centre and our CX user professional outside the contact centre. “That’s where we felt this was a truly underserved market. Around 60 per cent of employees in each organisation are sitting there helping customers, but they don’t have the right tool with the CC-centric features, that’s what brought about Engage.” The Way of Water The contact centre is one of the many areas where artificial intelligence has been able to make a significant impact on the productivity of employees. While a lot of the communications industry is worrying about jobs, Soni says that the approach that 8x8 is taking is to treat AI as a
commodity everyone has access to. “We treat AI like electricity, it’s going to be the norm,” said Soni. “The capabilities are ramping up at the moment but we don’t have to go shout about our solutions having AI in it; of course they do! “The approach at 8x8 is to have a native AI layer which is augmented using a solution from our Technology Partner Ecosystem. But the real benefit is found when this data flows into a customer interaction data platform (CIDP) layer. “This CIDP is where businesses get the insights based on AI in the workspace. Whether with Engage, UC, or CC solutions, employees can already find AI-centric tools like automatic summarisation or automatically syncing back to the CRMs. “The insights get stronger the deeper you go into a platform. Businesses using contact centre, for example, will see a lot of agent assists showing up in order to solve the users’ problems, and the insights filter through to all of our customer base.” When Two Become One While the merging of unified communications and the contact centre brings an opportunity to analyse more data, the end product still needs to improve the day-to-day experience
We treat AI like electricity, it’s going to be the norm... ...The capabilities are ramping up at the moment but we don’t have to go shout about our solutions having AI in it; of course they do!
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