London, UK, 26th July 2023 – Engage Hub, the data-driven customer engagement and journey orchestration company, today announced a partnership with 8×8, a prominent cloud contact centre and unified communications platform provider. The partnership enables organisations to easily combine Engage Hub’s Agent and Chatbot solutions for contact centre optimisation with the 8×8 XCaaS (eXperience Communications as a Service) platform.
The front line of customer service
Engage Hub’s Conversational AI solution leverages artificial intelligence and chatbot technology to act as the first line of customer support, enabling fast self-service for routine queries and freeing up valuable contact centre resources for complex issues and vulnerable customers. By joining the 8×8 Technology Partner Ecosystem, the Engage Hub’s integration will help companies using 8×8 Contact Centre to provide customers with quicker resolution, regardless of which channel they use – boosting satisfaction and generating significant savings in an economic environment when organisations are experiencing pressure on margins.
“Our integration with 8×8 represents a significant milestone in our commitment to transforming customer support,” said Ray Tierney, CEO at Engage Hub. “By combining our Conversational AI solutions with 8×8’s advanced contact centre and unified communications platform, we are enabling organisations to provide comprehensive solutions before, during and after customer interactions. This will result in substantial cost savings, improved operational efficiency, and an enhanced customer experience.”
Integration improves both customer and agent experiences
- Native NLP engine: 8×8 users benefit from Engage Hub’s powerful Natural Language Processing (NLP) engine, meaning the human-like chatbot answer account queries, reset passwords and even process PCI-compliant payments without the need for live agent support.
- Cross-channel recognition: Through the integration, 8×8 users gain the ability to recognise and remember past customer interactions, regardless of the channel used. As customers transition from one channel to another during their lifecycle, their queries can be seamlessly picked up by the chatbot or a live agent.
- Seamless agent handover: In instances where a customer needs to speak to a live agent, the solution effortlessly transitions the conversation using 8×8’s existing platform. The handover includes a comprehensive transcript of the past interaction, including verification confirmations and account-specific information, eliminating frustrating repetition. This streamlined process enables issues to be resolved quickly, resulting in significantly reduced call duration and happier customers.
“We strive to offer our customers the ability to integrate the best third-party solutions that optimise their business operations, reduce costs, and enhance the overall customer experience – one way we do this is through our invaluable partnerships,” said Victor Belfor, GVP of Business Development at 8×8. “We are excited to welcome Engage Hub to the 8×8 Technology Partner Ecosystem and look forward to creating seamless, tailored solutions that benefit our customers and drive higher levels of engagement and satisfaction.”
By embracing the Engage Hub and 8×8 integration, organisations can unlock meaningful efficiency gains, achieve substantial cost savings and deliver an exceptional experience for customers and agents.
Contact us to learn more about the integration and how it works.