Business
8x8 Engage™ Enables All Customer-facing Teams to Deliver Superior CX on Digital Channels
Empowers Employees Across the Organization to Engage Customers on Their Preferred Channels and Drive Business Outcomes CAMPBELL, Calif.--(BUSINESS WIRE)--
About this update from 8x8 Inc
[{"type":"text","content":"\nEmpowers Employees Across the Organization to Engage Customers on Their Preferred Channels and Drive Business Outcomes\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\n8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX that combines Contact Center, Unified Communication, and CPaaS APIs, today announced expanded availability for digital channels with 8x8 Engage. Video and SMS interactions are available now with support for Viber, WhatsApp, email, and RCS Business Messaging coming shortly. With this addition, 8x8 Engage empowers every employee – not just contact center agents – to flexibly engage customers on the channel of their choice.\n\nCustomers expect organizations to meet them on their terms with communication preferences shifting fluidly – SMS one moment, WhatsApp or video the next – driven by convenience, context, and immediacy. With 8x8 Engage™, customer-facing employees outside the contact center can now deliver seamless, personalized interactions across the customer’s preferred channel while maintaining the flexibility, autonomy, and agility as it relates to their work loads.\n\n“While engaging with customers across both voice and digital channels has been a staple for contact center agents, it is still a highly fragmented and siloed experience for those employees outside of the contact center,” said Zeus Kerravala, founder and principal analyst at ZK Research. “By adding digital channels to 8x8 Engage, these workers now have an expanded arsenal to elevate customer engagement and deliver an even more seamless, impactful customer experience.”\n\nKey highlights of digital support for 8x8 Engage include:\n\n\nOmnichannel support: Seamlessly engage customers via voice, video, SMS, Viber, WhatsApp, email, and RCS Business Messaging—giving customers control over how they connect.\n\n\nChannel flexibility: Enable effortless transitions between channels, such as elevating a voice call to a one-way video stream for active troubleshooting, without disrupting continuity and context.\n\n\nUnified customer view: Equip employees across all customer touchpoints with a complete, real-time view of each customer’s history, preferences, and sentiment for proactive and personalized experience—whether they’re in the office or on the move.\n\n\nMobility: Fully optimized for mobile devices, 8x8 Engage ensures frontline employ...