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:
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Instant display of a customer profile based upon the Caller ID.
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Click to dial from Zendesk and the 8x8 Virtual Office directory.
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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.
Copyright Business Wire 2014