Company reinforces move to Open Cloud,
announces new solution for team collaboration, integrations with
world’s most popular enterprise applications, and APIs for
customers and partners
8x8, Inc. (NASDAQ:EGHT) today announced the world’s first
Communications Cloud that combines unified communications, team
collaboration interoperability, contact center and real-time
analytics in a single, open platform. As part of the introduction
of the 8x8 Communications Cloud™, the company also today announced
the acquisition of Sameroom™, an interoperability platform that
enables cross-team messaging and collaboration in the enterprise; a
host of new integrations with some of the world’s most popular
enterprise applications; and the introduction of new open APIs for
customers and partners.
Enterprises today are faced with an increasingly fragmented and
siloed technology landscape that impacts their ability to service a
global, distributed, remote and multigenerational workforce. “In
today’s business environment, more and more functional teams are
making IT purchases, and employees are bringing unsanctioned tools
and apps into the enterprise (i.e. shadow IT). At the same time,
CIOs are struggling to unify all communications and team
collaboration tools,” said Amy Lind, Research Manager, VoIP and
UC&C, IDC. “Companies are looking for simpler, more flexible,
open cloud communication platforms that fuel the convergence of
communications and business processes in order to more quickly
access data to make informed and timely decisions. The 8x8
Communications Cloud combines unified communications, team
collaboration interoperability, contact center and real-time
analytics to create more integrated, interoperable and seamless
experiences and addresses many of the challenges businesses are
facing today."
“The 8x8 Communications Cloud marks the beginning of a new era
for our industry where all communications, team collaboration,
contact center and analytics are unified in a single, open platform
that integrates across all clouds and applications used by lines of
business,” said Vik Verma, CEO of 8x8. “This convergence of two
healthy and thriving markets- communications and collaboration- is
going to change the way employees, customers and partners use and
consume communications intelligence, making them better informed,
more productive and more effective than ever before. The days of a
fragmented communications landscape are numbered.”
8x8 Communications Cloud CapabilitiesKey tenets of the
8x8 Communications Cloud include: open cloud and platform;
integrated and interoperable communications capabilities that are
tightly aligned with business applications; intelligent real time
analytics; global availability in every continent; and ease of use
and deployment.
In addition, 8x8 enables enterprises to seamlessly connect
across clouds, embed and customize communications into business
workflows, and connect intelligently to share data with lines of
business applications. As a result, companies can optimize their
existing investments in sales, marketing and human resources (HR)
applications, among others, while making employees more effective
and productive in their everyday jobs. To support these new open
cloud capabilities, 8x8 today introduced dozens of new
integrations, new customer and partner APIs, and Script8, a dynamic
communications flow and routing engine that provides enterprises
with robust communications control, data source integration and
intelligent routing.
Integrations with Lines-of-Business ApplicationsThe 8x8
Communications Cloud includes out-of-the-box integrations with
dozens of the most popular enterprise applications. These
integrations expose rich communications intelligence to the
applications used everyday by sales, marketing, customer service
and support, HR, finance, and more to improve workflows and drive
better productivity. Sample integrations include:
- Sales & Marketing:
Salesforce, Microsoft Dynamics, NetSuite, Oracle Sales Cloud,
Hubspot, and ZOHO
- HR: Bond, Bullhorn, Jobscience
and TargetRecruit
- Customer Service and Support:
Zendesk, Freshdesk and ConnectWise
Customer & Partner APIsThe 8x8 Communications Cloud offers a
number of open APIs that allow customers and partners to expose
rich communications data to their existing enterprise applications.
New open APIs for customers and partners include:
- Communication Microservices:
APIs for direct access to messaging and chat, meetings, IVR/auto
attendant, SMS and Fax
- Analytics & Data Extraction:
APIs to discover the hidden value of your analytics data
- Provisioning & Service
Management: Automated provisioning for Active Directory
integration and new administration portal with intuitive design for
custom and bulk configuration
Script8Script8 is 8x8’s dynamic communications flow and routing
engine API that offers a scripting environment for intelligently
routing communications data for specific workflows. Script8
empowers end users with simple, personalized and customizable
communications experiences, including robust communications
control, data source integration and intelligent routing. Some use
case examples that 8x8 customers have deployed using Script8
are:
- Routing priority calls based on sales
pipeline data in CRM system
- Interactive Voice Response with
two-factor authentication
- Sending SMS with directions to a retail
store
- Sending parents and students a
broadcast voicemail message
- Emergency dialing with Caller ID
override
The new APIs for customers and partners including Script8 are
available through 8x8 professional services. To learn more about
the 8x8 Communications Cloud, read CEO Vik Verma’s blog post.
Supporting Quotes"We want every Zendesk customer to
experience the benefits of integrated communications support.
Seamlessly and accurately tracking every customer interaction
empowers organizations to improve customer engagement and better
understand their customers,” said Ryan Nichols, Zendesk Talk
General Manager. "Companies are benefitting from the tight
integration of the 8x8 Communications Cloud with Zendesk, which
enables them to improve the overall customer experience.”
“Our customers fall in love with our signature pineapple shaped
shortbread cookies when they discover them in our stores in Hawaii,
Las Vegas and Guam. When looking to purchase more, our website and
customer service call center provides customers with even more
products to choose from, along with special promotions. We need to
have an agile communications solution to handle multi-channel,
multi-lingual customer communications at all times," said Debbie
Scott, Customer Service Manager at Honolulu Cookie Company.
"By integrating Zendesk, our customer service solution, with the
8x8 Communications Cloud, we can track and manage every customer
service interaction and maintain the highest standards of quality
and excellence."
"Our team of sales specialists are committed to helping
customers make every part of the car buying and leasing process
easy and enjoyable," said Jessica Carstens, Marketing and
Operations Manager at Cartelligent. "The 8x8 Communications
Cloud’s integration with Salesforce has automated our sales team's
workflow, making it easier for us to deliver an even higher level
of personalized service to customers while offering managers deeper
insights into the sales pipeline."
About 8x8, Inc.8x8, Inc. (NASDAQ:EGHT) is the world’s
first Communications Cloud. 8x8 easily and seamlessly connects
employees, customers and applications to improve business
performance for organizations anywhere in the world. For additional
information, visit www.8x8.com, or connect with 8x8 on LinkedIn,
Twitter, Google+ and Facebook.
8x8, 8x8 Communications Cloud and Sameroom are trademarks of
8x8, Inc. All other marks are trademarks of their respective
owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20170308005463/en/
Media8x8, Inc.John Sun,
408-692-7054john.sun@8x8.comorInkHouse for 8x8Tracey Workman,
781-366-17898x8@inkhouse.com
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