Extra tags: Contact Centre
Genesys®, a global cloud leader in customer experience orchestration, and 8x8, Inc., a leading unified cloud communications platform, announced a product integration of 8x8 Work with Genesys Cloud CX. With the new integration, businesses can swiftly link agents with the relevant subject matter experts to improve client results.
Nearly every employee in today's digital workplace plays a role in the customer experience, making it more vital to break down barriers across departments and systems. Customers and workers can engage more fluidly as a result of connecting teams across the organisation, increasing loyalty on both sides.
According to Robin Gareiss, CEO and principal analyst at Metrigy, “Gone are the days where contact centre agents reside on an island, away from the rest of the company. By integrating cloud UC and contact centre, CX leaders see improvements in key business metrics, including customer and employee satisfaction, revenue, costs, and agent productivity. When companies remove communications and collaboration barriers, they empower all employees to help resolve customer issues–and agents to provide real-world insights into product development, marketing, and sales strategies.”
Businesses like AdaptHealth are already realising the advantages of using 8x8 and Genesys solutions and see further benefits now with the two market leaders joining forces. “At AdaptHealth, we are committed to delivering an enhanced high-quality experience to both our patients and healthcare professionals,” said Albert Prast, Chief Technology Officer at AdaptHealth. “By enhancing the collaboration between our employees using 8x8 cloud unified communications and the contact centre teams on Genesys Cloud CX, we can deliver an even higher level of customer service and empower patients to live their best lives at home."
Better Customer and Employee Experiences with 8x8 Work and Genesys Cloud CX
Organisations can drive all employee communication and collaboration needs across voice and digital channels for the whole organisation by combining 8x8 Work's enterprise voice, video meetings, and team chat capabilities with the composable Genesys Cloud CX platform. The integration provides:
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Secure, in-network call transfers between the contact centre and the rest of the organisation makes collaboration simpler.
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Unified company directory with API-driven user provisioning allows agents to easily connect with any subject matter expert across the organisation to solve customer issues and collaborate in real-time with a single click.
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Integrated single sign-on for user authentication creates a smoother and more efficient employee experience.
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Shared user presence status makes it possible for agents to see the availability of non-contact centre subject matter experts for faster customer service.
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Genesys Cloud Voice and 8x8, which provide full cloud Public Switched Telephone Network (PSTN) support for multinational organisations with employees and customers in 50 countries by offering local direct numbers, toll-free numbers, and calling plans, as well as support for local emergency services, provide superior voice quality around the world.
Commenting on 8x8 and Genesys working together:
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“We are excited to welcome Genesys as an integration partner for 8x8 Work. The 8x8 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,” said Hunter Middleton, Chief Product Officer at 8x8, Inc.
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“Most organisations today have an opportunity to reinvent their relationships with their customers and employees,” said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX. “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 8x8 represents a positive step forward in creating a more connected enterprise, designed to strengthen customer and employee experiences.”
