NEWS
8x8 Launches 8x8 Engage to Enhance Cross-Organisation Customer Engagement
8x8 has unveiled 8x8 Engage, an innovative solution designed to revolutionise cross- organisation customer engagement. The AI-powered offering aims to elevate customer experiences, foster loyalty, and drive business success by empowering customer- facing employees across various departments with tailored tools and capabilities. According to the findings of the 8x8 2024 Customer Experience Responsibility Beyond the Contact Center report, a significant portion of customer interactions—up to 60%—take place outside of traditional contact centre environments. Recognising this trend, 8x8 Engage is meticulously crafted to cater to the unique needs of customer engagement professionals outside of the contact centre, equipping them with the necessary technology and data to deliver exceptional service. Zeus Kerravala, founder and principal analyst at ZK Research, highlighted the significance of addressing the technology gaps faced by customer-facing employees. He
stated, “8x8 Engage is the first solution in the market specifically tailored for these workers requiring customer-facing capabilities in order to drive more successful business outcomes and competitive advantages.” Key features and benefits of 8x8 Engage include a unified interface combining CCaaS and UCaaS, advanced queue management, deep integration with native and third-party enterprise apps, including the 8x8 Technology Partner Ecosystem, AI-powered features such as speech analytics and interaction summarisation, and a centralised customer interaction journey analytics. Hunter Middleton, Chief Product Officer at 8x8, emphasised the importance of integrating CX professionals outside of the contact centre into the customer experience journey. Middleton stated, “With 8x8 Engage, we are bridging the customer experience gaps within an organisation by eliminating the silos that have traditionally existed between unified communications, the contact centre, and different technology vendors.”
Hunter Middleton
8x8.com
Exertis Expands Partnership with Epson to Include Business Projection
Exertis has announced the extension of its collaboration with Epson UK to encompass business projection solutions. This development marks a significant expansion of their existing relationship, which previously focused on Epson printers and large format printer (LFP) solutions. The addition of Epson business projectors to Exertis’s AV business unit offerings represents a strategic move towards diversifying its product portfolio. This expansion coincides with the appointment of Peter Vernon as the Projection Business Manager, leveraging his expertise in business projection technology to spearhead Exertis’s entry into this domain. Jamie Brothwell, Chief Sales and Commercial Officer of Exertis AV, expressed enthusiasm about the partnership, stating, “We are delighted to welcome Epson Business Projection to our portfolio along with the appointment of Peter Vernon who will head up our Projection pillar within Exertis AV.”
Epson brings a range of business projectors renowned for vibrant colours, sharp images, reliability, and flexible presenting options. These projectors’ compact design and high brightness make them suitable for various venues, promising immersive viewing experiences. Peter Vernon, newly appointed Business Projection Manager at Exertis AV, expressed excitement about the partnership with Epson. He highlighted the alignment between Epson’s business projectors and Exertis’s extensive AV portfolio, positioning them well to serve diverse AV customer needs, adding “I’m thrilled to be joining Exertis at the same time as the extension of our partnership with Epson – a leading and respected brand in the business projection sector.” The collaboration between Exertis and Epson signifies a strategic alliance aimed at meeting evolving market demands and delivering cutting-edge AV solutions to customers worldwide.
Jamie Brothwell
exertis.co.uk
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