8x8 Engage™ Enables All Customer-facing Teams to Deliver Superior CX on Digital Channels
8x8 (NASDAQ: EGHT) has expanded its digital channel capabilities with 8x8 Engage, enabling customer-facing teams beyond contact centers to deliver enhanced customer experiences. The platform now supports video and SMS interactions, with upcoming integration for Viber, WhatsApp, email, and RCS Business Messaging.
The enhanced platform features include:
- Omnichannel support across multiple communication channels
- Seamless channel transitions, including voice-to-video capabilities
- Unified customer view with real-time history and preferences
- Mobile optimization for frontline employees and field teams
This expansion aims to break down traditional communication silos, allowing all employees to manage customer interactions across preferred channels while maintaining workflow flexibility.
8x8 (NASDAQ: EGHT) ha ampliato le sue capacità nei canali digitali con 8x8 Engage, consentendo ai team a contatto con i clienti, oltre ai call center, di offrire esperienze clienti migliorate. La piattaforma ora supporta interazioni video e SMS, con integrazioni future per Viber, WhatsApp, email e RCS Business Messaging.
Le funzionalità avanzate della piattaforma includono:
- Supporto omnicanale attraverso più canali di comunicazione
- Transizioni fluide tra i canali, comprese le capacità di passaggio da voce a video
- Visualizzazione unificata del cliente con cronologia e preferenze in tempo reale
- Ottimizzazione per dispositivi mobili per i dipendenti in prima linea e i team sul campo
Questa espansione mira a superare i tradizionali silos comunicativi, consentendo a tutti i dipendenti di gestire le interazioni con i clienti attraverso i canali preferiti, mantenendo al contempo la flessibilità del flusso di lavoro.
8x8 (NASDAQ: EGHT) ha ampliado sus capacidades en canales digitales con 8x8 Engage, permitiendo a los equipos de atención al cliente, más allá de los centros de contacto, ofrecer experiencias mejoradas a los clientes. La plataforma ahora soporta interacciones por video y SMS, con futuras integraciones para Viber, WhatsApp, correo electrónico y RCS Business Messaging.
Las características mejoradas de la plataforma incluyen:
- Soporte omnicanal a través de múltiples canales de comunicación
- Transiciones de canal sin interrupciones, incluyendo capacidades de voz a video
- Vista unificada del cliente con historial y preferencias en tiempo real
- Optimización móvil para empleados de primera línea y equipos de campo
Esta expansión tiene como objetivo derribar los silos de comunicación tradicionales, permitiendo a todos los empleados gestionar las interacciones con los clientes a través de los canales preferidos mientras mantienen la flexibilidad del flujo de trabajo.
8x8 (NASDAQ: EGHT)는 8x8 Engage를 통해 디지털 채널 기능을 확장하여 고객 센터를 넘어 고객 대면 팀이 향상된 고객 경험을 제공할 수 있도록 했습니다. 이 플랫폼은 이제 비디오 및 SMS 상호작용을 지원하며, 향후 Viber, WhatsApp, 이메일 및 RCS 비즈니스 메시징 통합이 예정되어 있습니다.
향상된 플랫폼 기능에는:
- 여러 커뮤니케이션 채널을 통한 옴니채널 지원
- 음성에서 비디오로의 원활한 채널 전환 기능
- 실시간 기록 및 선호도를 포함한 통합 고객 보기
- 프론트라인 직원 및 현장 팀을 위한 모바일 최적화
이번 확장은 전통적인 커뮤니케이션 장벽을 허물고 모든 직원이 선호하는 채널을 통해 고객 상호작용을 관리할 수 있도록 하여 작업 흐름의 유연성을 유지하는 것을 목표로 합니다.
8x8 (NASDAQ: EGHT) a élargi ses capacités de canal numérique avec 8x8 Engage, permettant aux équipes en contact avec les clients, au-delà des centres d'appels, de fournir des expériences client améliorées. La plateforme prend désormais en charge les interactions vidéo et SMS, avec une intégration à venir pour Viber, WhatsApp, e-mail et RCS Business Messaging.
Les fonctionnalités améliorées de la plateforme incluent:
- Support omnicanal à travers plusieurs canaux de communication
- Transitions de canal sans couture, y compris des capacités de voix à vidéo
- Vue unifiée du client avec historique et préférences en temps réel
- Optimisation mobile pour les employés de première ligne et les équipes sur le terrain
Cette expansion vise à briser les silos de communication traditionnels, permettant à tous les employés de gérer les interactions avec les clients à travers les canaux préférés tout en maintenant la flexibilité des flux de travail.
8x8 (NASDAQ: EGHT) hat seine digitalen Kanalfähigkeiten mit 8x8 Engage erweitert, wodurch kundenorientierte Teams über Call-Center hinaus verbessert Kundenerlebnisse bieten können. Die Plattform unterstützt jetzt Video- und SMS-Interaktionen, mit bevorstehender Integration für Viber, WhatsApp, E-Mail und RCS Business Messaging.
Zu den erweiterten Plattformfunktionen gehören:
- Omnichannel-Unterstützung über mehrere Kommunikationskanäle
- Nahtlose Kanalübergänge, einschließlich Sprach-zu-Video-Funktionen
- Vereinheitlichte Kundenansicht mit Echtzeitverlauf und -präferenzen
- Mobile Optimierung für Frontmitarbeiter und Außenteams
Diese Erweiterung zielt darauf ab, traditionelle Kommunikationssilos abzubauen, sodass alle Mitarbeiter Kundeninteraktionen über bevorzugte Kanäle verwalten können, während sie die Flexibilität des Arbeitsablaufs beibehalten.
- Platform expansion to include multiple digital channels enhances service capabilities
- Broader market reach through integration with popular messaging platforms
- Mobile optimization enables flexible workforce deployment
- Key digital channels (WhatsApp, Viber, email, RCS) not yet available
- Implementation carries execution risks as noted in forward-looking statements
Insights
8x8's expansion of digital channels for its Engage platform represents a strategic enhancement that addresses the evolving needs of modern customer experience. By adding support for video, SMS, WhatsApp, Viber, email, and RCS Business Messaging, 8x8 is broadening its functional appeal beyond traditional contact centers to all customer-facing employees.
This move is significant for three reasons. First, it extends 8x8's addressable market by targeting all customer-facing employees rather than just contact center agents. Second, it addresses the growing consumer expectation for channel flexibility and continuity across interactions. Third, it strengthens 8x8's competitive positioning as an integrated platform that breaks down communication silos within organizations.
The ability to transition seamlessly between channels (like elevating voice calls to video) without losing context represents meaningful differentiation in the competitive CX technology landscape. While many vendors offer omnichannel support, fewer deliver it with the same contextual continuity across both traditional contact center and broader enterprise environments.
This enhancement aligns with 8x8's strategy of offering an integrated platform combining contact center, unified communications, and CPaaS APIs - potentially increasing platform stickiness and customer retention as organizations seek to consolidate their communication technology vendors. Though financial impact isn't quantified, expanding functional capabilities typically drives improved competitive positioning in enterprise software markets.
Empowers Employees Across the Organization to Engage Customers on Their Preferred Channels and Drive Business Outcomes
Customers expect organizations to meet them on their terms with communication preferences shifting fluidly – SMS one moment, WhatsApp or video the next – driven by convenience, context, and immediacy. With 8x8 Engage™, customer-facing employees outside the contact center can now deliver seamless, personalized interactions across the customer’s preferred channel while maintaining the flexibility, autonomy, and agility as it relates to their work loads.
“While engaging with customers across both voice and digital channels has been a staple for contact center agents, it is still a highly fragmented and siloed experience for those employees outside of the contact center,” said Zeus Kerravala, founder and principal analyst at ZK Research. “By adding digital channels to 8x8 Engage, these workers now have an expanded arsenal to elevate customer engagement and deliver an even more seamless, impactful customer experience.”
Key highlights of digital support for 8x8 Engage include:
- Omnichannel support: Seamlessly engage customers via voice, video, SMS, Viber, WhatsApp, email, and RCS Business Messaging—giving customers control over how they connect.
- Channel flexibility: Enable effortless transitions between channels, such as elevating a voice call to a one-way video stream for active troubleshooting, without disrupting continuity and context.
- Unified customer view: Equip employees across all customer touchpoints with a complete, real-time view of each customer’s history, preferences, and sentiment for proactive and personalized experience—whether they’re in the office or on the move.
- Mobility: Fully optimized for mobile devices, 8x8 Engage ensures frontline employees, field teams and team leaders stay connected and responsive wherever they are.
“Today’s customer doesn’t think in silos—they want fast, flexible, personalized engagement, regardless of where they connect with your business, and they expect the immediate business outcomes that come with it,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “With support for digital channels in 8x8 Engage, we’re breaking down traditional boundaries and doing away with fragmented product capabilities. Every employee, across every function, can now own and elevate the customer experience, on every channel, from any device. That’s true CX freedom.”
8x8 Engage is part of the 8x8 Platform for CX which 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 Engage product and expanded availability of support for digital channels. 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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FAQ
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