Proactive Outreach for 8x8 Contact Center Enhances Customer Engagement with Highly Personalized Messaging Campaigns
February 28 2024 - 9:00AM
Business Wire
New Capabilities Empower Proactive Customer
Engagements, Increasing Customer Satisfaction and Contact Center
Agent Productivity
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced new Proactive Outreach features for 8x8 Contact Center,
enhancing customer messaging capabilities and eliminating the
reactive nature of customer service. By leveraging 8x8's
programmable SMS and WhatsApp capabilities natively in 8x8 Contact
Center, organizations can now provide a seamless end-to-end
customer experience to send highly personalized, outbound messaging
campaigns at scale, with inbound responses directly routing to
their agents or bots with full context and rich reporting.
“With Proactive Outreach, mid-size businesses now have access to
native notification for SMS and WhatsApp without the need for a
third-party solution,” said Sheila McGee-Smith, founder and
principal analyst at McGee-Smith Analytics. “Now, instead of ‘do
not reply to this SMS’ companies can offer a direct transfer to
contact center agents when required.”
For industries in which proactive customer messaging and
engagement is especially important, this new solution promises
tremendous opportunities to enhance customer engagement. By
proactively supplying customers with relevant, necessary
information, organizations can increase customer satisfaction and
contact center agents can instead focus on more complex, time
consuming tasks rather than reactively managing customer issues.
Specific examples include:
- Personalized sales and marketing promotional offers from
retailers
- Appointment reminders and updates from healthcare
providers
- Two-way asynchronous customer service and support
- Emergency weather updates and unexpected facility closures
- Time-sensitive alerts and real-time feedback
Key benefits of Proactive Outreach for 8x8 customers
include:
- Proactive Customer Engagement: Increase customer
awareness, engagement, and satisfaction for organizations through
proactive rather than reactive engagement.
- Optimize Conversation and Revenue: Drive demand
generation by leveraging campaigns, which offers personalized
experiences for customers and ensures interactions are both
relevant and impactful.
- Measure Impact: Track outbound SMS performance and
expenditure with advanced reporting and analytics as well as
delivery receipts for all messages.
- Reliable Communication Channels: Automatically select
the best routes using 8x8’s intelligent message routing to ensure
outbound messages are delivered while automated fallback resends
undelivered or unread messages to alternative messaging channels,
ensuring deliverability.
Key Features include:
- Notify: One-to-many, personalized outbound messaging,
with direct routing, reporting and analytics. Ideal for sales and
marketing promotions, reminders, and product announcements.
- Interact: One-to many & two-way messaging, which
includes Notify capabilities plus automation, API access and
inbound routing to your contact center agents or bots. Ideal for
customer service, support, and real time feedback.
- Alert: Instant, mass outbound notifications, utilizing
pre-made templates for sharing time sensitive, critical
information. Ideal for power outages, weather warnings, and
emergency situations.
“As customer expectations continue to shift – demanding more and
more from organizations – technology vendors need to provide the
products that allow organizations to effectively meet those new and
changing expectations and demands,” said Hunter Middleton, Chief
Product Officer at 8x8, Inc. “By introducing Proactive Outreach for
8x8 Contact Center, we are enabling organizations to better serve
their customers through highly personalized, scalable outbound
messaging, enhancing customer satisfaction and empowering contact
center agents to be more productive and efficient.”
8x8 Contact Center is built on 8x8’s integrated cloud contact
center and unified communications platform, which includes business
phone, team chat, video meetings, and SMS capabilities, is a
resilient, secure, and compliant cloud platform that offers the
highest levels of reliability with a financially backed,
platform-wide 99.999 percent uptime SLA across an integrated cloud
UCaaS and CCaaS solution.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (Experience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS solution
built on one global cloud communications platform. 8x8 uniquely
eliminates the silos between Unified Communications as a Service
(UCaaS) and Contact Center as a Service (CCaaS) to power the
communications requirements of all employees globally as they work
together to deliver differentiated customer experiences. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, X and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™,
Experience Communications Platform™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240228659374/en/
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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