8x8 Extends Partnership With Zendesk to Enhance Customer Experience Management With the Virtual Office Cloud Telephony Platform
July 24 2014 - 8:15AM
Business Wire
New, Out of the Box Virtual Office Integration Combines Secure
and Reliable Cloud Telephony and UC with Customer Service
Functionality to Enable Businesses of Any Size to Deliver a
Superior Customer Experience
8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based unified
communications, contact center and collaboration solutions, today
announced the availability of a new, out-of-the-box integration
with Zendesk’s customer service platform that enhances the Customer
Experience Management capabilities of the 8x8 Virtual Office cloud
telephony and unified communications (UC) platform.
Businesses today need to provide better customer experiences in
order to remain competitive. Inefficient customer interactions not
only cost the business more money, they also erode customer
relationships. The combined 8x8 and Zendesk solution tightly
integrates business telephony and customer relationship
functionality to enable organizations to provide more efficient and
more personalized interactions with their customers.
“We are excited to be the first cloud UC provider to offer
secure and reliable business telephony as well as contact center
integration with Zendesk, enabling all companies to conduct better
Customer Experience Management,” said 8x8 CEO Vik Verma.
“Businesses today who are not optimizing the experience that occurs
with each and every customer interaction will certainly enable
their competition to be considered for that customer’s next
call.”
“Customers expect to be able to reach companies at any time and
across any channel or device,” said Sam Boonin, VP Product at
Zendesk. “With 8x8 Virtual Office’s integration into Zendesk, the
customer not only has these options, but they can also receive the
high quality and personal service that they deserve.”
With the Virtual Office integration with Zendesk, incoming calls
to a business through the 8x8 Virtual Office phone service
instantly triggers a customer’s profile and ticket to appear on the
user’s computer screen before the call is answered, allowing the
employee to answer the call with all the relevant historical and
account data.
The combined solution offers:
- Instant display of a customer profile
based upon the Caller ID.
- Click to dial from Zendesk and the 8x8
Virtual Office directory.
- Fortune 500 telephony features and
functionality.
"New channels of interaction have given consumers more power,
control, and knowledge. Research has shown that customers turn
first to the Web and their peers to get information and self-serve
before they call into the company or its contact center, changing
the balance of power between the agent and customer," said
Nancy Jamison, Principal Analyst, Customer Contact, Frost &
Sullivan. "As such, the ability to pull in, combine, and use
customer interaction history is the future in providing the
elevated level of customer experience new generations of consumers
demand."
The 8x8 Virtual Office cloud communications solution is highly
redundant, reliable and secure, offering compliance with many data
security standards including FISMA, HIPAA HITECH, PCI-DSS and
CPNI.
To learn more about 8x8 Virtual Office and Zendesk integration,
visit:
http://www.8x8.com/VoIPBusinessPhoneServices/Features/zendeskintegration.aspx.
Existing Zendesk customers can install the Virtual Office App
from the Zendesk app store at:
https://www.zendesk.com/apps/8x8-virtual-office/.
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 39,000 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.
8x8, Inc.Tim Polakowski, 669-200-6638tim.polakowski@8x8.com
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