8x8 Enhances Cloud Contact Center Solution with Social Customer Service Capabilities from Conversocial
October 15 2014 - 8:15AM
Business Wire
New Partnership Expands Omnichannel
Capabilities of 8x8’s Virtual Contact Center with Large Scale
Social Media Engagement
8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based contact
center, unified communications and collaboration services, today
announced a partnership with Conversocial, the leading provider of
social customer service solutions, that expands the omnichannel
capabilities of 8x8’s Virtual Contact Center solution by enabling
companies to deliver customer service over social media at a large
scale.
Recent Forrester research shows that over two-thirds (67%) of
companies believe that social customer service is the most pressing
short-term priority for the contact center. More brands are
recognizing that social media is a primary customer service channel
and are transferring responsibility for managing this channel to
the contact center to ensure the appropriate technologies are in
place to deliver excellent customer service.
“Our customers are increasingly moving to omnichannel
interactions within their contact centers, so we are pleased to add
Conversocial’s best-in-class social customer engagement practices
to our cloud contact center solution,” said 8x8 Sr. Vice President
of Product & Strategy Darren Hakeman. “Businesses can now
embrace social media, together with phone, email and chat, as a
scalable, secure and efficient part of their omnichannel contact
center strategy.”
“Both customers and companies now see social media as a
mainstream customer service channel,” said Conversocial CEO and
Founder Joshua March. “To meet customer expectations, organizations
must ensure that they have a well planned, resourced and executed
social care strategy that’s fully integrated into the contact
center. We’re excited to partner with 8x8 to allow organizations to
meet customers on social media channels and provide personalized
service that builds customer loyalty while increasing operational
efficiency.”
8x8 Virtual Contact Center is a pure cloud offering that makes
it easy for organizations to support customers from any location,
across any channel with a personalized, efficient service that
builds customer loyalty. 8x8 Virtual Contact Center includes
pre-built modules for a variety of different interactions and
integrations, making it fast and easy to deliver high quality
customer service.
Businesses can take advantage of 8x8’s Virtual Contact Center
offering and Conversocial’s social customer service solution to
optimize the prioritization, workflow and analytics required to
deliver social media engagement from the contact center. Agents can
move conversations from the public forum of a social interaction to
a more private chat, email or phone interaction as appropriate.
8x8 and Conversocial enables businesses to:
- Meet customers on their channel of
choice – Support customer interactions on all channels
including social media and escalate to other channels when
necessary.
- Deliver a better customer
experience – With prioritization, automation and collaboration
tools, businesses can respond faster and more effectively to
service issues, also taking advantage of customer insights from
social media.
- Increase operational
efficiency – Call Center agents can better optimize their time
with purpose-built workflow, analytics and management tools.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and
reliable cloud-based unified
communications and virtual contact center solutions to
more than 40,000 small, midsize and distributed enterprise
organizations operating in over 40 countries across six continents.
8x8's out-of-the-box cloud solutions replace traditional on-premise
PBX hardware and software-based systems with a flexible and
scalable Software as a Service (SaaS) alternative, encompassing
cloud business phone service, contact center solutions, and web
conferencing. For additional information,
visit www.8x8.com, or www.8x8.com/UK or connect with
8x8
on Google+, Facebook, LinkedIn and Twitter.
About Conversocial
Based in New York and London, Conversocial is a cloud solution
that helps businesses to efficiently and securely manage customer
service on social media at a large scale. The SaaS solution is used
in the contact centers of hundreds of major brands including
Google, Barclaycard, Hertz, and Tesco.
8x8, Inc.Tim Polakowski,
408-883-8434tim.polakowski@8x8.comorConversocial, Inc.Mike
Schneider, +1 646-375 2492mike@conversocial.com
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