8×8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced availability of 8×8 Conversation IQ, which extends formal contact center capabilities, such as quality management and speech analytics, to any 8×8 cloud communications users. The new offering applies conversational artificial intelligence (AI) to help organizations uncover insights, foster coaching, and ensure professional engagements deliver consistent experiences across the entire enterprise, for all user roles, from the contact center to the front desk and the back office.
8×8 Conversation IQ is delivered via the 8×8 XCaaS™ (eXperience Communications as a Service™) single-vendor, integrated cloud communications and contact center platform, enabling team leaders and supervisors throughout an organization to oversee, evaluate, score and analyze voice interactions anywhere in the organization. 8×8 Conversation IQ provides easy to use, consistent and automated evaluation, reporting, and analytics capabilities that deliver AI-infused actionable insights into employees’ communications effectiveness, process adherence, and regulatory compliance. 8×8 Conversation IQ also supports voice interactions on Microsoft Teams endpoints via the 8×8 Voice for Microsoft Teams integration.
“Adding 8×8 Conversation IQ for certain employees, such as claims adjusters, in addition to our existing call center agents, was incredibly useful. This allows us to use the speech analytics functionality to its fullest extent, and we were able to improve team performance and enhance customer service,” said Mobashir Ahmed, IT Manager at Fred Loya Insurance. “By providing transcription services within the 8×8 Work app, we were also able to lower operating costs and decrease the number of vendors we work with by bringing transcription services in-house.”
An integrated cloud communications and contact center solution is key because at least twice as many employees outside the contact center are interacting with customers. Typically, 10 percent to 12 percent of employees work as formal agents in contact centers, but 24 percent of employees are using CX applications to interact with customers, according to Metrigy’s CX and Workforce Optimization 2021-22 study of 524 companies.