By integrating voice, video, chat, contact center, and enterprise-class API solutions into one global, secure, reliable cloud communications platform, people are more connected and productive no matter where they are in the world.
The X Series is the communications hub for employees and customers. It has been designed based on extensive experience working with businesses. It combines voice, video conferencing, team messaging, contact center, analytics, services and support into a comprehensive communications solution. This transforms the customer experience by enabling customers and employees to interact in one system of engagement. Businesses can now optimize valuable moments of engagement with one set of data, in one system of intelligence. The results are faster time to resolution at a lower cost and a better experience for customers and employees.
The IT industry is going through a massive shift, driven by new customer requirements and digital transformation needs which is requiring IT organizations to change. Business leaders are increasingly looking to IT for participation and contribution to business strategy in addition to enabling digital transformation. It is not enough to just pick a technology solution—you need to choose a solution that will allow you to be successful from product selection to implementation, adoption and support. 8×8’s proven methodology and innovative roadmap for the future delivers exactly this.
It starts with modernizing your phone system. In a distributed organization, inconsistent and disconnected phone systems are difficult to update, cannot easily adapt to change and often lack accurate and timely analytics and reporting. Consolidating to one cloud for communications can reduce costs while offering higher quality service to end users. Doing so allows you to save money on upfront capital investment and initial hardware purchases, eliminate annual maintenance and support contracts and reduce the high costs of maintaining different telephony carriers for specific offices.
Adding new communication channels and scaling up or down becomes easy because you don’t have to think about how your existing infrastructure is impacted. Having one cloud solution for telephony, team messaging, video conferencing and contact center makes it incredibly quick for IT to add, move or delete users due to having just one application to administer and maintain.
The proliferation of communication channels makes collecting, aggregating and analyzing customer information increasingly difficult. With 8×8’s consolidated contact center solution combining voice, chat, email and social interaction channels along with workforce management, businesses can now quickly react to customer inquiries and maintain the context and content of each engagement as it progresses through the buying or support journey.
The intuitive, web-based user interface enables agents across the globe to work either in the office or from home. Centralized management and reporting empowers supervisors to manage teams and focus on improving agent productivity and the customer experience. Features such as Expert Connect ensure agents can drive first contact resolution via embedded access to experts, anywhere in the world.
With the powerful capabilities of 8×8 Speech Analytics, companies can analyze the full spectrum of their customer interactions and listen to the most pertinent ones, rather than a random handful that have no predetermined context. 8×8 includes call recording and, along with automated speech-to-text transcription, can extract valuable insights from recorded voice conversations.
CRM integrations and Open APIs multiply the power of your contact center with ready-made services that are pre-integrated, quick to deploy and ready to use. With screen pop, 8×8 X Series amplifies your user experience of NetSuite, Salesforce, Zendesk or Microsoft Dynamics. 8×8 integration enhances sales and service teams’ effectiveness by creating one system of engagement from communications to contact center to CRM.
8×8 provides one application for team messaging, voice and meetings. It’s available anytime, from any device. With one click you can move from a group chat to a video conference, making work easier and faster. Unlike other team messaging applications, 8×8 provides instant access for all employees, so that collaboration can occur across departments, business units and project teams, not just within small groups or pockets of the organization.
8×8 Team Messaging supports both public and private Rooms so you can choose the audience with whom you collaborate on different topics. Where legal teams may want to collaborate on projects in an invite-only private room, marketing may prefer a public Room through which they can share company-wide updates and encourage transparency. You can @mention people, share files, send emojis, view read receipts, see presence and follow or unfollow specific rooms as necessary to control your notifications and reduce the overall noise often associated with team messaging.
91% of enterprises using team collaboration apps have 2 or more apps. That’s why 8×8 provides real-time interoperability with 3rd party chat applications through our Sameroom feature. Enable all messaging apps to work as one within and across companies — this means you can have cross-platform team messaging with Slack, Chatter and 20+ more messaging apps. 8×8 Team Messaging bridges these islands of communication and connects everyone while allowing them to continue using the application of their choice. This “bring your own messaging” mantra is unique to 8×8 and something our customers are seeing great success with.
Want to use team messaging with your partners or vendors? Now you can create multi-company rooms to communicate real-time with external partners. Collaboration doesn’t have to be limited to just within your organization.
8×8 Video Meetings enables you to consolidate multiple apps for video conferencing, team messaging, and telephony into one. Instead of asking your employees to download 3 or more apps, they now only need one — no more swivel chair for them! With this level of integration, it takes just one click to move from call to chat to video conferencing while maintaining content and context along the way. This level of consolidation also means only one application to administer and configure for IT. Now IT will have the time to focus on higher-impact work.
Because 8×8 Video Meetings is a browser-based video collaboration solution, it allows your employees to host and manage audio and video conferences from a desktop or a mobile device. It extends the value of 8×8’s services and helps you avoid the need to purchase third party conferencing solutions.
The intuitive interface enables users to find the features they need quickly. Scheduling meetings is easy with Microsoft and Google calendar integrations. Each employee receives a personal Videos Meetings URL that they can share with guests to meet at any time. For larger meetings, you can live streaming directly on YouTube. Video Meetings is powered by WebRTC technology so that guests can access Meetings via an Internet browser without needing to download plugins or special software.