8x8, Inc. (NASDAQ:EGHT), a provider of
cloud-based contact center, unified communications and collaboration
services, today announced a partnership with Conversocial, the leading
provider of social customer service solutions, that expands the
omnichannel capabilities of 8x8’s Virtual Contact Center solution by
enabling companies to deliver customer service over social media at a
large scale.
Recent Forrester research shows that over two-thirds (67%) of companies
believe that social customer service is the most pressing short-term
priority for the contact center. More brands are recognizing that social
media is a primary customer service channel and are transferring
responsibility for managing this channel to the contact center to ensure
the appropriate technologies are in place to deliver excellent customer
service.
“Our customers are increasingly moving to omnichannel interactions
within their contact centers, so we are pleased to add Conversocial’s
best-in-class social customer engagement practices to our cloud contact
center solution,” said 8x8 Sr. Vice President of Product & Strategy
Darren Hakeman. “Businesses can now embrace social media, together with
phone, email and chat, as a scalable, secure and efficient part of their
omnichannel contact center strategy.”
“Both customers and companies now see social media as a mainstream
customer service channel,” said Conversocial CEO and Founder Joshua
March. “To meet customer expectations, organizations must ensure that
they have a well planned, resourced and executed social care strategy
that’s fully integrated into the contact center. We’re excited to
partner with 8x8 to allow organizations to meet customers on social
media channels and provide personalized service that builds customer
loyalty while increasing operational efficiency.”
8x8 Virtual Contact Center is a pure cloud offering that makes it easy
for organizations to support customers from any location, across any
channel with a personalized, efficient service that builds customer
loyalty. 8x8 Virtual Contact Center includes pre-built modules for a
variety of different interactions and integrations, making it fast and
easy to deliver high quality customer service.
Businesses can take advantage of 8x8’s Virtual Contact Center offering
and Conversocial’s social customer service solution to optimize the
prioritization, workflow and analytics required to deliver social media
engagement from the contact center. Agents can move conversations from
the public forum of a social interaction to a more private chat, email
or phone interaction as appropriate.
8x8 and Conversocial enables businesses to:
-
Meet customers on their channel of choice – Support customer
interactions on all channels including social media and escalate to
other channels when necessary.
-
Deliver a better customer experience – With prioritization,
automation and collaboration tools, businesses can respond faster and
more effectively to service issues, also taking advantage of customer
insights from social media.
-
Increase operational efficiency – Call Center agents can
better optimize their time with purpose-built workflow, analytics and
management tools.
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 40,000 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.
About Conversocial
Based in New York and London, Conversocial is a cloud solution that
helps businesses to efficiently and securely manage customer service on
social media at a large scale. The SaaS solution is used in the contact
centers of hundreds of major brands including Google, Barclaycard,
Hertz, and Tesco.
Copyright Business Wire 2014