The companies are combining 8×8 Work and Genesys Cloud CX | April 13, 202 9:00 PM PDT
8×8 and Genesys have partnered to integrate their respective UC and CC platforms.
By combining 8×8 Work and Genesys Cloud CX, they aim to improve collaboration amongst agents and other staff and create better customer experiences.
The technology merger effectively aims to eliminate some of the silos within enterprises, as most employees play a part in a customer’s experience.
By creating more engagement opportunities within an enterprise, customers can be better served. This not generates a better experience for customers, and it also helps to build connections internally.
Hunter Middleton, Chief Product Officer at 8×8, said: “We are excited to welcome Genesys as an integration partner for 8×8 Work.
“The 8×8 Work and Genesys Cloud CX integration demonstrates the power of both platforms and brings an integrated experience for enterprises looking to enhance employee and customer engagement for a hybrid workplace.
“This furthers our mission of bringing EX and CX together and delivering these capabilities to a new set of customers and prospects,”
The integration of 8×8 Work and Genesys Cloud CX provides in-network call transfers between the contact centre and the company.
A unified company directory can also be employed for workers to connect with any expert across the company. There is an integrated single sign-on to ease employee experiences.
A shared user presence status enables agents to view the availability of non-contact centre experts, speeding up their customer service.
Genesys Cloud Voice and 8×8 serve 50 countries by providing local direct and toll-free numbers, calling plans, and more via a cloud-based Public Switched Telephone Network (PSTN).
Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, said: “Most organizations today have an opportunity to reinvent their relationships with their customers and employees.
“At Genesys, we’re focused on developing people-centric innovation, and that starts by making it simpler for businesses to solve challenges that are standing in the way of great experiences.
“Our partnership with 8×8 represents a positive step forward in creating a more connected enterprise, designed to strengthen customer and employee experiences.”