8x8 Introduces Conversation IQ to Bring Consistency and Professionalism for All Employees From the Front Desk to the Back Office
8x8, Inc. (NYSE: EGHT) has announced the launch of 8x8 Conversation IQ, an AI-driven feature that enhances contact center capabilities for all users of its cloud communications platform. This tool allows organizations to analyze voice interactions, improve coaching, and ensure consistent customer experiences. The integration aims to streamline performance management across the enterprise, with benefits including reduced operational costs and improved team efficiency. Key features include sentiment analysis, automated workflows, and compliance tracking for regulatory mandates.
- Launch of 8x8 Conversation IQ improves AI-driven performance management.
- Enhancements in speech analytics and quality management for all employees.
- Integration with Microsoft Teams expands user engagement capabilities.
- Reduction in operational costs through in-house transcription services.
- None.
Team Leaders Across the Entire Organization Now Have Cost Effective and Easy to Deploy Access to Consistent, Collaborative Coaching and Conversational Artificial Intelligence for Enhanced Team Performance and Optimized Customer Engagement
8x8 Conversation IQ is delivered via the 8x8 XCaaS™ (eXperience Communications as a Service™) single-vendor, integrated cloud communications and contact center platform, enabling team leaders and supervisors throughout an organization to oversee, evaluate, score and analyze voice interactions anywhere in the organization. 8x8 Conversation IQ provides easy to use, consistent and automated evaluation, reporting, and analytics capabilities that deliver AI-infused actionable insights into employees’ communications effectiveness, process adherence, and regulatory compliance. 8x8 Conversation IQ also supports voice interactions on Microsoft Teams endpoints via the 8x8 Voice for Microsoft Teams integration.
“Adding 8x8 Conversation IQ for certain employees, such as claims adjusters, in addition to our existing call center agents, was incredibly useful. This allows us to use the speech analytics functionality to its fullest extent, and we were able to improve team performance and enhance customer service,” said
An integrated cloud communications and contact center solution is key because at least twice as many employees outside the contact center are interacting with customers. Typically, 10 percent to 12 percent of employees work as formal agents in contact centers, but 24 percent of employees are using CX applications to interact with customers, according to Metrigy’s CX and Workforce Optimization 2021-22 study of 524 companies.
“This is the exact type of benefit business leaders want from integrated communications platforms,” said
With 8x8 Conversation IQ, organizations can:
- Enable effective and intelligent collaboration: integrates automated workflows with keyword search automation and tailored team coaching capabilities. AI-powered topic trend reporting and analysis provide essential insights into customer engagement and empathy. Evaluator success tools offer users actionable feedback from their managers through conversation highlighting and tagging, driving best practice adherence, and increasing employee productivity and performance.
- Enhance customer experiences and satisfaction: quickly identifies changes in sentiment and behavior, during a customer interaction, to positively impact experience and business outcomes. Provides evaluation score thresholds and auto-notifications for employees as well as AI-driven sentiment analysis capabilities for managers. Full stereo recording ensures advanced speaker identification, keyword tracking, and transcription accuracy.
- Save time and money: single-vendor solution for all user roles that delivers value out-of-the-box, with an intuitive user interface and easy-to-understand data points. Simple installation does not require professional services or separate multi-vendor applications that add complexity, risk, and cost.
- Deploy organization-wide: easy to use robust functionality and consistent management tools extend engagements from the front desk to the back office. Rapidly deployable to any user or employee with ready-to-use evaluation templates.
- Deliver instant insights: holistic reporting offers easy to consume data and highly intuitive visual displays of customer interactions with powerful drill-through capabilities. Proactive workflows engage the trainer, supervisor, and employee.
- Reduce risk: ensure compliance with regulatory mandates, such as GDPR, HIPAA, and SOC, by tracking script adherence, including “mini-Miranda” accuracy, to support quality and employee performance initiatives.
“Enterprises are looking to strengthen employee performance and optimize customer experience, but traditionally the solutions have been siloed in only one part of the organization. By owning the entire platform, we can extend quality management and speech analytics capabilities to team leaders to drive coaching and performance management capabilities across an entire organization,” said
8x8 XCaaS includes cloud contact center, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities. 8x8 XCaaS is built on the resilient, secure, and compliant 8x8 eXperience Communications Platform™, which offers the highest levels of reliability and the industry’s only financially backed, platform-wide 99.999 percent SLA across an integrated cloud UCaaS and CCaaS solution.
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8x8®, 8x8 XCaaS™, eXperience Communications as a Service™ are trademarks of
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Investor Relations:
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