Story image

8x8 announces Google Cloud contact centre AI integration

13 Mar 2019

8x8 announced its integration of 8x8 contact centre with Google Cloud’s new contact centre AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres

Google director of product Rajen Sheth says, “Contact centre AI empowers enterprises to use AI to augment and improve their contact centres. 

“Google Cloud’s goal is to make the contact centre experience easy and efficient. By partnering with 8x8, we are able to deliver on that goal, as well as allow enterprises to maintain happy customers with faster call resolution.”

“We look forward to our continued partnership with 8x8 to enhance contact centre capabilities as technology and customer expectations evolve.”

8x8 contact centre enables organisations to differentiate their customer experience in real-time with advanced analytics, reporting and predictive dialer. contact centre AI (CCAI) is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centres.   8x8 chief product officer Dejan Deklich says, “Improving efficiency and reducing call times are some of the most common contact centre pain points. Google AI together with 8x8 contact centre enables our customers to leverage the latest AI technologies to enhance the overall experience of their end customers.

“As a leader in contact centre and unified communications as a service, we are partnering with Google to put resources behind such an advanced solution. Other vendors in our space are focused on chat, not on a unified approach. 

“Google has the expertise and underlying technology and 8x8 bring telephony and contact centre expertise for an integrated solution.”

How SUSE plans to help customers innovate, compete and grow
“SUSE is powering digital transformation with agile open source solutions like SUSE Enterprise Storage."
Study: 'Inclusive design' key to serving customer diversity
Businesses that build products and services with an ‘inclusive’ design are more likely to reach four times the number of intended consumers than those that don’t.
Why the retail industry has misplaced network priorities
“For retail organisations unplanned network outages can impact both revenue and reputation significantly."
How open source distribution accelerates Drupal development time by 30%
Acquia Lightning has adopted Drupal’s support for JSON:API, delivering out-of-the-box support for building decoupled or headless applications.
Qualtrics aims to help organisations master experience management
Experience Basecamp helps users master XM products, including CustomerXM, EmployeeXM and Research Core.
Healthcare environments difficult to secure - Forescout
The convergence of IT, Internet of Things (IoT) and operational technology (OT) makes it more difficult for the healthcare industry to manage a wide array of hard-to-control network security risks.
Huawei and IBM rank top in new cloud market analysis
360Quadrants has released a managed services report that also names Atos and Accenture as leaders in its new managed services report.
DDN completes Nexenta acquisition
DDN holds a suite of products, solutions, and services that aim to enable AI and multi-cloud.