8x8® Announces JourneyIQ to Deliver Integrated AI-powered Customer Journey Intelligence Across the Organization
8x8 (NASDAQ: EGHT) has unveiled 8x8 JourneyIQ, a new AI-powered solution that enables businesses to track and optimize customer interactions across all channels and departments. The platform integrates with the company's Contact Center, Unified Communication, and CPaaS APIs to provide comprehensive customer journey intelligence.
Key features of JourneyIQ include:
- 360° customer journey intelligence unifying data across UCaaS, CCaaS, and CPaaS APIs
- Real-time AI-driven decision making with sentiment analysis and performance trends
- Intelligent orchestration to reduce escalations and operational costs
- Smart workflow optimization for improved resource allocation and customer experience
The solution aims to eliminate blind spots in customer interactions and provide organizations with actionable intelligence to proactively identify and prevent service issues.
8x8 (NASDAQ: EGHT) ha presentato 8x8 JourneyIQ, una nuova soluzione basata sull'IA che consente alle aziende di monitorare e ottimizzare le interazioni con i clienti su tutti i canali e reparti. La piattaforma si integra con il Contact Center dell'azienda, le Comunicazioni Unificate e le API CPaaS per fornire un'intelligenza completa sul percorso del cliente.
Le caratteristiche principali di JourneyIQ includono:
- Intelligenza sul percorso del cliente a 360° che unifica i dati tra UCaaS, CCaaS e API CPaaS
- Decisioni in tempo reale guidate dall'IA con analisi del sentiment e tendenze delle performance
- Orchestrazione intelligente per ridurre le escalation e i costi operativi
- Ottimizzazione dei flussi di lavoro per un miglior allocazione delle risorse e esperienza del cliente
La soluzione mira ad eliminare i punti ciechi nelle interazioni con i clienti e a fornire alle organizzazioni intelligenza azionabile per identificare e prevenire proattivamente i problemi di servizio.
8x8 (NASDAQ: EGHT) ha presentado 8x8 JourneyIQ, una nueva solución impulsada por IA que permite a las empresas rastrear y optimizar las interacciones con los clientes en todos los canales y departamentos. La plataforma se integra con el Centro de Contacto de la empresa, Comunicaciones Unificadas y las API de CPaaS para proporcionar una inteligencia integral del viaje del cliente.
Las características clave de JourneyIQ incluyen:
- Inteligencia del viaje del cliente de 360° que unifica datos de UCaaS, CCaaS y API de CPaaS
- Toma de decisiones en tiempo real impulsada por IA con análisis de sentimientos y tendencias de rendimiento
- Orquestación inteligente para reducir escalaciones y costos operativos
- Optimización de flujos de trabajo para mejorar la asignación de recursos y la experiencia del cliente
La solución tiene como objetivo eliminar los puntos ciegos en las interacciones con los clientes y proporcionar a las organizaciones inteligencia procesable para identificar y prevenir proactivamente problemas de servicio.
8x8 (NASDAQ: EGHT)는 8x8 JourneyIQ를 발표했습니다. 이는 기업이 모든 채널과 부서에서 고객 상호작용을 추적하고 최적화할 수 있도록 하는 AI 기반 솔루션입니다. 이 플랫폼은 회사의 컨택트 센터, 통합 커뮤니케이션 및 CPaaS API와 통합되어 고객 여정에 대한 포괄적인 인사이트를 제공합니다.
JourneyIQ의 주요 기능은 다음과 같습니다:
- UCaaS, CCaaS 및 CPaaS API 간의 데이터를 통합하는 360° 고객 여정 인사이트
- 감정 분석 및 성과 추세를 통한 실시간 AI 기반 의사 결정
- 에스컬레이션 및 운영 비용을 줄이기 위한 지능형 오케스트레이션
- 자원 할당 및 고객 경험 개선을 위한 스마트 워크플로 최적화
이 솔루션은 고객 상호작용의 맹점을 없애고 조직이 서비스 문제를 사전에 식별하고 예방할 수 있는 실행 가능한 인사이트를 제공하는 것을 목표로 합니다.
8x8 (NASDAQ: EGHT) a dévoilé 8x8 JourneyIQ, une nouvelle solution alimentée par l'IA qui permet aux entreprises de suivre et d'optimiser les interactions avec les clients sur tous les canaux et départements. La plateforme s'intègre au Centre de Contact de l'entreprise, aux Communications Unifiées et aux API CPaaS pour fournir une intelligence complète sur le parcours client.
Les principales caractéristiques de JourneyIQ incluent :
- Intelligence sur le parcours client à 360° unifiant les données provenant de UCaaS, CCaaS et des API CPaaS
- Prise de décision en temps réel guidée par l'IA avec analyse des sentiments et tendances de performance
- Orchestration intelligente pour réduire les escalades et les coûts opérationnels
- Optimisation des flux de travail pour une meilleure allocation des ressources et expérience client
La solution vise à éliminer les angles morts dans les interactions avec les clients et à fournir aux organisations une intelligence exploitable pour identifier et prévenir proactivement les problèmes de service.
8x8 (NASDAQ: EGHT) hat 8x8 JourneyIQ vorgestellt, eine neue KI-gestützte Lösung, die es Unternehmen ermöglicht, Kundeninteraktionen über alle Kanäle und Abteilungen hinweg zu verfolgen und zu optimieren. Die Plattform integriert sich mit dem Contact Center des Unternehmens, den Unified Communications und den CPaaS-APIs, um umfassende Kundenreise-Intelligenz bereitzustellen.
Die Hauptmerkmale von JourneyIQ umfassen:
- 360° Kundenreise-Intelligenz, die Daten aus UCaaS, CCaaS und CPaaS-APIs vereint
- Echtzeit-Entscheidungen, die durch KI mit Sentiment-Analyse und Leistungstrends unterstützt werden
- Intelligente Orchestrierung zur Reduzierung von Eskalationen und Betriebskosten
- Intelligente Workflow-Optimierung für eine verbesserte Ressourcenzuteilung und Kundenerfahrung
Die Lösung zielt darauf ab, blinde Flecken in Kundeninteraktionen zu beseitigen und Organisationen umsetzbare Intelligenz zu bieten, um proaktiv Serviceprobleme zu identifizieren und zu verhindern.
- Launch of new AI-powered customer journey intelligence platform
- Integration capabilities across multiple communication channels
- Potential for operational cost reduction through improved efficiency
- Real-time AI analytics for proactive issue resolution
- Forward-looking statements indicate uncertainty in actual performance outcomes
- Implementation success and market adoption remain unproven
Insights
8x8's introduction of JourneyIQ represents a strategic positioning in the evolving customer experience (CX) technology market where AI-driven solutions are becoming increasingly competitive differentiators. The solution addresses a significant pain point - the fragmentation of customer interaction data across communication channels and organizational silos.
What sets JourneyIQ apart is its integration across 8x8's unified platform spanning contact center, unified communications, and CPaaS capabilities. This cross-platform intelligence could potentially create meaningful differentiation in a market where competitors typically offer more siloed solutions.
The product targets operational efficiencies through AI-driven workflow optimization and proactive issue identification, potentially addressing both cost reduction and experience improvement - two critical metrics for enterprise buyers. However, the announcement lacks specific ROI metrics or customer adoption indicators that would validate market reception.
While positioned as innovative, this launch follows industry trends where major CX vendors are increasingly embedding AI-powered journey analytics into their platforms. 8x8 needs this offering to remain competitive, but it's unclear if it provides a substantial leap ahead. The product represents an evolutionary step in 8x8's platform strategy rather than a revolutionary new revenue stream that would significantly alter the company's financial trajectory.
8x8 JourneyIQ Empowers Businesses to Evaluate and Manage Customer Interactions from Start to Finish and Eliminate Blind Spots Across the Entire Customer Journey
“Businesses often complain about having too much data but no way to synthesize the information into actionable intelligence. Customers find themselves interacting with multiple departments across an organization but typically these individual moments are not combined to provide a complete picture of the journey in order to identify opportunities for improvement,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “8x8 JourneyIQ allows organizations to cut through all the complexity and unify every customer touchpoint, both inside and outside of the contact center, to provide a single, real-time view. It’s no longer enough to react after a poor customer experience, organizations need the intelligence and ability to proactively identify and prevent issues to transform the customer journey.”
Key features and benefits of 8x8 JourneyIQ include:
- 360° customer journey intelligence: 8x8 JourneyIQ unifies customer interaction data across UCaaS, CCaaS, and CPaaS APIs, eliminating blind spots and providing a complete view of every customer and their journey. It maps every touchpoint—including agent handoffs, back-office involvement, and resolution paths—ensuring CX leaders have full visibility across the entire organization, not just within the contact center. It also supports API integration, allowing businesses to enrich external analytics and business intelligence platforms with JourneyIQ’s insights, providing one cohesive source of truth.
- Real-time, AI-driven decision making: Leverages advanced AI to identify customer friction points and take proactive measures before CX metrics take a hit. Using 8x8 JourneyIQ, Supervisors and CX leaders can take immediate action based on sentiment analysis, performance trends, and conversation summaries—removing the need for slow, manual reporting and ensuring proactive issue resolution.
- Intelligent orchestration: 8x8 JourneyIQ identifies end to end orchestration opportunities and delivers insights, eliminating unnecessary escalations and handoffs, helping businesses reduce operational costs, speed up resolutions, and deliver consistent, high-quality experiences across the entire organization.
- Smart workflow optimization: Continuously helps identify opportunities for fine-tuning staffing, coaching, and processes in real-time, using AI-driven insights to eliminate inefficiencies. The result: reduced manual effort, optimized resource allocation, lower support costs, and a faster, smoother customer experience at every step.
“Gone are the days of lost customer interactions and disruptions to service as information is moved between different employees, departments, and platforms. With 8x8 JourneyIQ, businesses can now seamlessly track every customer interaction across the entire organization without losing context or visibility,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “With AI-powered interaction tracking, 8x8 JourneyIQ helps businesses to optimize customer experiences at every touchpoint, empowering them to be proactive rather than reactive when it comes to potential issues and pain points.”
The 8x8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally, empowering CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements regarding 8x8 JourneyIQ. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.
Copyright 8x8, Inc. 8x8® is a trademark of 8x8, Inc. All rights reserved.
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Source: 8x8, Inc.
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